Regional IT Customer Service Manager

**Overview**:
Mayer Brown is a leading global law firm with offices in 26 key business centres across the Americas, Asia, Europe and the Middle East. With approximately 200 lawyers in each of the world’s three largest financial centres — New York, London and Hong Kong — we are uniquely positioned to advise leading companies and financial institutions on their most complex legal needs. We have deep experience in high-stakes litigation and complex transactions across industry sectors, including our signature strength, the global financial services industry.

We are a collegial, collaborative and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support and development they need to grow, thrive and realise their greatest potential. We also encourage all our people to use their skills to support the wider community through our pro bono and community volunteering programmes. At Mayer Brown the principles of mutual respect, dignity and understanding are central to the way we work and help to provide an environment where diversity and inclusion are embraced.

Operating as Mayer Brown PK Wong & Nair in Singapore we have been working in a Joint Legal Venture since 1 January 2023. Singapore is one of our fastest growing offices in the region and it is an exciting time to join the firm as we transform.

**Role Purpose**:
The IT Regional Manager (Asia) is a key proactive point of contact for lawyers and business services staff with regard to current and future technology opportunities and is the primary point of contact for the office Directors of Administration within their region, providing a “single point of contact” to address IT questions and concerns.

The IT Customer Service team is responsible for providing first/second line and at times 3rd line IT support for approved services and systems. This role is responsible for managing the team to ensure the needs of the business are met.

This team is responsible for trying to resolve incidents at the first point of contact, and escalate when we are unable to do so. They also manage and escalate requests and contribute to the successful deployment/upgrade of IT services and systems, and understand and support the overall IT strategy.

**Responsibilities**:

- Manage/support the team so every member is empathetic with users and knows how to communicate effectively.
- Manage the team so they can resolve the majority of incidents and requests at the first point of contact.
- Continual improvement of Customer Service to align their practices and services with changing business needs.
- Represent Asia so that their time zones, working practices and languages are taken into account when IT change requests are submitted, to ensure users are not adversely effected by scheduled changes.
- Incident management so that the negative impact of incidents is minimised by restoring operations as quickly as possible.
- Problem management, to reduce the likelihood and impacts of incidents by identifying actual and potential causes of them.
- Service request management, including documenting and socialising how requests are initiated, approved and fulfilled.
- Contribute to and update Customer Services' knowledge base.
- Develop a broad internal network through regular and effective communication with users.
- Ensure Customer Services update tickets in accordance with local, regional and global standards and processes.
- IT asset management of laptops, desktops, smartphones, peripherals and other assets as needed.
- Supplier management.
- Manage support for audio visual/video conference/webinar events and remote conference tools.
- Manage service activities related to new starters and leavers.
- Working with global training team to provision of learning delivery to include new staff induction, workplace skills, productivity/efficiency skills, mobility support and document production automation learning and support.
- Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues.
- Effectively and proactively identify and communicate operations and business risks to IT and firm management.
- Travel required to regional offices.
- Encourage team members to provide continuous feedback to each other and share information openly.
- Actively participate and contribute to meetings outside of core working hours.
- Take a lead in establishing standards and guidelines.
- Undertake all relevant staff management activities appraisal/reviews, annual leave approvals, performance management and grievance guidance.
- Budget ownership of selected services.
- Point of contact and support for Desktop Team services during Asia hours which includes support the Windows desktop image build and deployment processes/ Software and Security Deployments /support the firm’s Citrix environment in Asia in relations to Citrix issues/support the firm’s Document