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End User Computing Team Lead
2 weeks ago
About the Position:
We are seeking a seasoned expert to lead our End User Computing (EUC) team in delivering high-quality technical support and service management for end-user computing devices and applications across the Asia Pacific region.
This role ensures the reliable operation and availability of IT services for a diverse network of over 500 stores, warehouses, and offices.
The successful candidate will oversee day-to-day operations, drive service improvements, manage escalations, and lead a team of skilled technicians to deliver an exceptional support experience across the business.
Key Responsibilities
- Escalation & Incident Management: Act as the primary escalation point for critical EUC issues, ensuring incidents and vendor/customer queries are resolved within SLA timeframes.
- Operational Process & Documentation: Design, streamline, and maintain operational workflows, SOPs, and team documentation to drive efficiency and ensure up-to-date knowledge sharing.
- Systems Monitoring & Performance Reporting: Manage proactive health monitoring and automation tools to minimize downtime and ensure high availability of EUC systems.
- Service Delivery & Continuous Improvement: Identify and implement continuous improvement initiatives to enhance the quality and efficiency of EUC services.
- Technical & Operational Leadership: Maintain expert-level knowledge of EUC systems, including Windows, iOS, hardware, and peripheral ecosystems.
About You:
- Possess a graduate diploma in Information Technology or equivalent.
- Have at least 5 years' experience working in a Senior Management Role with multiple disciplines.
- Demonstrate proven ability to successfully lead and manage a highly technical team in a corporate environment.
- Be proficient in ServiceNow for IT Service Management & CMDB Management.
