IT Support Manager

2 weeks ago

Singapore VOYAGER WORLDWIDE PTE. LTD. Full time

**Job Summary**:
Working as an integral member of the Global IT team, the IT Support Manager (APAC) will be responsible for the maintenance and performance of the APAC local networks network which includes sites in Hong Kong, Singapore, California and 2 in Japan and remote workers. The role will include general IT and system support for internal users of the Voyager Worldwide networks, monitoring the support ticket queue and providing 1st and 2nd line support and assisting in 3rd line support with the IT Infrastructure & Support manager. The role of the IT support manager would be expected to expand as the department grows and would also be responsible for managing any future support hires in the APAC region, ensuring they are supported and act as their technical escalation point.

The individual will be expected to work with existing teams providing configuration and improvements to current systems and network and feedback on issues, trends and actions, and ensuring that actions are prioritised and progressed through robust root-cause analysis, corrective and preventative action, to sustainable and cost-effective solutions.

The IT Support Manager will also seek to continuously improve the processes, systems, experience level and overall performance of the team and in doing so promote customer service excellence.

**Core Accountabilities**:

- Deputises for IT Infrastructure and Support Manager in their absence for support issues.
- Responsible for ensuring performance and availability of systems to users in the APAC region.
- Assists with and co-ordinates any IT projects for region including any global initiatives.
- Provide end user support for global business with a focus on APAC region.
- Be responsible for and be an escalation point for junior members of the team.
- First point of contact for local internal stakeholders for Windows desktop and IT support of systems.
- Incident management - managing incidents interrupting normal business functions in an efficient and effective manner.
- Availability management - managing the availability of IT services to agreed service levels.
- Local contact for managing any third party services.
- Management of local asset register.
- Work with global IT team to improve and implement security and performance requirements of the Voyager Worldwide systems and networks.
- Assists with training of end users in best practices and system usage.
- Responsible for onboarding new colleagues with systems and policies.

**Qualifications and Experience**:

- Preferably holds a recognised professional qualification, educated to degree level.
- Other Microsoft, PC and network certification
- Has 3 or more years’ experience providing hands on end user support
- Experience working in a domain environment and its administration. (AD, DNS, DFS)
- Microsoft 365 and Teams administration experience
- Excellent problem solving and analytical skills
- Excellent technical and user experience abilities

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