Regional IT Service Desk Manager

**Type**:
Permanent - Full Time

**Location**:
Singapore

**Job Role**:
Information Technology

**Withers KhattarWong LLP**

**Job title: Regional IT Service Desk Manager (APAC)**

**Reports to: Senior IT Service Manager (APAC)**

**Location: Singapore**

**About Withersworldwide**

**A law firm focused on people and collaboration**

For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives.

We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes.

Many of our clients are shaping the future and creating solutions to tackle many of the world's problems. It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there - whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future.

To meet their unique needs we are exceptionally collaborative, working together across teams and time zones.

We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first.

Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

**What are we looking for?**

The primary purpose of this role is the day-to-day supervision of the APAC IT Service Desk function and ensuring an excellent IT service to Withers Worldwide Partners and staff.

The Regional IT Service Desk Manager is responsible for leading and mentoring a team of Service Desk Analysts across our APAC offices. They will work closely with the Global Service Desk (US/EU/APAC), technical and training teams to ensure all incidents and requests are analysed, resolved and reported against to drive continuous improvement to the performance of the service desk. The IT Service Desk operates a follow-the-sun model supporting multi-cultural customers across all regions.

The role is based in the Singapore office with occasional travel to our global offices where there is a business need.

**Areas of focus and responsibilities**
- Day to day accountability for the APAC IT Service Desk function and ensuring an excellent IT service to Withers Worldwide Partners and staff.
- Maintain staff schedules to ensure IT Support continuity is aligned with the Firm's follow
- the-sun support model.
- Monitor, audit, report and analyse the health of the IT Service Desk function using ticket
- related performance KPIs. Provide regular and ad hoc status updates to line management.
- Act as the first point of escalation for performance issues within the team and customer related issues. Informing line management of any escalating issues in order that they may be resolved within reasonable time scales.
- Deliver end-to-end support in accordance with IT service management procedures.
- Act as the communications lead following an agreed major incident procedure, and to be responsible for service-related communications.
- Identify improvement opportunities and work with line management to implement programs that enhance IT Service Desk operations, customer satisfaction with IT and overall usage of the firm's technology products and services.
- Monitor queues, calls and interactions of the IT Service Desk staff including the ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria and are documented appropriately.
- Set goals for performance, support and develop staff through regular coaching meetings, training needs analysis, development plans and appraisals.
- Proactively learn and train other staff members on new product and service technologies
- Ensure that IT asset inventories are maintained, ensuring records are kept fully up to date
- Supervise the production and maintenance of technical documentation and articles for the knowledge base.
- Perform technical support functions via phone, remote connection and desk side visits, as required.

**Skills, knowledge, qualifications and competencies**
- 4 years+ experience of supervising a busy, well-structured and mature IT Service Desk.
- Experience in Incident, Request, Major Incident and Problem Management gained in an ITIL-based organisation. It is expected that the post-holder will have relevant ITIL qualifications.
- Experience of working with / optimising an ITSM tool (Top Desk or similar).
- Strong KPI focus - Reporting and monitoring skills. Ability to identify and analyse process
- related metrics.
- Experience of leading small improvement projects/initiatives.
- Good technical knowledge of Windows 10 Professional, Microsoft 365, Microsoft Active D