Provide direct, hands-on IT support including installing, configuring, and troubleshooting laptops/desktops, phones, printers, Wi-Fi, and conference room systems (Zoom/Teams Rooms).

Handle user lifecycle management: onboarding and offboarding employees, creating and maintaining accounts, setting up devices, and ensuring timely access to applications and systems.

Prepare and maintain IT documentation, knowledge base articles, and runbooks to ensure consistent support processes and enable self-service where possible.

Develop and maintain scripts/automation (e.g., PowerShell, Power Automate/PowerFlow, Intune policies) to streamline account provisioning, device management, and routine IT tasks.

Monitor IT systems proactively, apply patches and updates, and implement

Lead a small regional Service Desk team across APAC, take full accountability for performance, foster skills and competencies through delegation, training, mentoring, and continuous feedback, while ensuring consistent and high-quality IT support.

Lead the response to major IT incidents by confirming issues, alerting management, coordinating cross-functional teams, managing communications to staff during the incident, and driving clear post-incident communication across the organization.

Optimize IT services by coordinating and planning activities to ensure delivery within agreed timelines and SLAs.

Build strong relationships with business stakeholders, end-users, suppliers, and joint ventures to maximize customer satisfaction and strengthen service delivery.

Oversee hardware procurement and vendor management: negotiate contracts, manage suppliers, and ensure service delivery meets SLA commitments while optimizing costs and quality.

Implement software and maintain cybersecurity readiness for laptops, endpoints, and office environments.

Plan and deliver IT projects including upgrades, migrations, integrations, and tool deployments across APAC sites.

Manage end-user technology standards: Windows/macOS, MS O365, PingID, MDM, Zoom/Teams conferencing, Zero Trust VPN, and hardware lifecycle.

Provide regional leadership, ensuring global IT standards are applied while addressing local operational needs.

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Sr. Manager, Service Desk - APAC