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APAC IT Manager
Singapore, SG - Information Technology and Services, Internet
APAC IT Manager Job Description
Primary Responsibilities:

• Manage a team of technical support personnel within our End User Support group including hiring, performance management, and career development.
• Development and installation of scalable support desktop/remote technologies aligned with customer needs and supporting technology roadmaps.
• Responsible for operating environments within the assigned regions, including software patching and desktop application delivery.
• Responsible for creating and implementing processes and effective operating procedures within the End User Support environment.
• Solutions to optimize end user computing capability.
• Responsible for budget responsibilities for all end user support requirements in the region across technology.
• Work with Business Leaders and Managers to scope and deliver IT solutions for multiple business units.
• Work with Service Desk, Engineering, Business Productivity and Project Management Teams and 3rd Party suppliers on problem management solutions and projects to deliver and ensure high quality End User Support
• Monitor and evaluate documented resolutions and analyze trends to help mitigate against future issues.
• Incident management responsibilities for technology issues within the region.
• Hardware and software procurement and asset tracking.
• Collaborate with other regional managers to ensure consistent processes and procedures are being followed across the end user support team.
• Planning, management, and successful delivery of technology projects and change management in the assigned regions.
• Run weekly meetings with employees to monitor status of incident management in the region, including setting and managing agreed upon SLAs and OLAs.
• Maintaining hardware inventories and ensuring sufficient spare equipment is available as necessary.
• Leading team to excel in providing impeccable customer service.

Basic Qualifications:

• Bachelor of Science degree in Computer Science, Business Information Systems, MIS field or related degree.
• 5+ years’ experience managing technologists in an enterprise and/or hypergrowth environment.

Preferred Qualifications:

• 5+ years total IT Desktop, Systems / Network Engineering or Technical Lead experience required.
• 3+ years experience of 3rd Party Contract and Vendor management including regular contract reviews and updates to drive cost effectiveness.
• Experience managing teams across APAC or other geographically dispersed regions.
• Experience troubleshooting issues on multiple computer platforms: Macintosh, Windows, and mobile devices.
• Experience managing and resolving a broad spectrum of support issues that are consistent with existing platform standards and protocols.
• Experience implementing operational metrics to measure customer satisfaction, staffing levels, employee productivity, and trends.
• Ability to handle multiple technology activities and effectively communicate status updates and insight appropriately throughout the organization.
• Expertise with incident management systems.
• ITIL Certified to at least Foundation level.
• Up to 50% travel may be required.
  

No salary provided

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