End User Services Manager

2 weeks ago

Singapore Koch Business Solutions Full time

**Description**

***What You Will Do In Your Role**:
1. Mentor, train and develop team members with a focus on development, overall team engagement and growth. This will include influencing team members with the latest end user support practices, tools, and ideas with the emphasis to ensure alignment to defined global deskside support strategy. Regularly review the skill sets of team members and assists in creating individual development plans.

2.Serve as the lead and escalation point for all aspects of end user / computing support.

3.Regularly monitor tickets assigned to team’s ServiceNow support queue making sure that these are being handled promptly and professionally.

4.Make proactive recommendations on improvements to systems and processes to avoid future tickets where possible. This would require identifying ways to proactively reduce support requests through automation, documentation, and continuous process improvement, thereby, improving customer experience. As a result, there will be an expectation to develop and maintain procedures, processes, and standards as needed.

5.Participate in global meetings and technical discussion in the areas of deskside support, provide appropriate level of challenge or feedback to the global team to ensure APAC requirements are also considered ensuring that decisions/strategies made, or technical solutions would be feasible to adopt globally.

Take the lead in propagating our Market Based Management (MBM) culture within the team by ensuring that each team member clearly understand and internalize the MBM Guiding Principles in their daily work.

**The Experience You Will Bring**:**
Requirements**:

- Bachelor’s Degree with major in IT related field
- Minimum of 3 years in supervising or leading a team of IT Specialists based locally onsite and/or remotely
- Hands on experience in supporting Active Directory/O365 apps, Desktop OS, Endpoint devices and peripherals in a large IT enterprise environment

**What Will Put You Ahead**:

- Having prior experience in managing, interacting and collaborating with people from other nationalities would be considered favorably.
- Good proficiency in English at both oral & written level
- Excellent analytical, oral and written communications skills are essential. The person should be comfortable to communicate and explain to internal customers the various IT policies clearly.
- Outstanding interpersonal and teamwork skills. Well-organized with good time management skills, flexible, team player, servant leadership traits
- Ability to work independently, as well as within teams. Resourceful and independent requiring minimum supervision.
- Hands-on knowledge on Microsoft Active Directory Management, GPOs and Microsoft network services, e.g. DNS, DHCP etc.
- High level of integrity and sense of confidentiality
- Ability to identify, prioritize and escalate issues as needed
- Have IT related certification, e.g. ITIL certified
- Supervisory experience

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