IT Support Manager - Team Lead ASEAN
About this position
Responsibilities
• The IT Support Team Lead must oversee and enhance the delivery of IT support services, ensuring rapid and effective issue resolution, high user satisfaction, and minimal system downtime, while continuously improving team skills and processes to meet evolving organizational needs and technological advancements for ASEAN countries (Thailand, Vietnam, Malaysia, Philippines, Singapore and Indonesia)
• Coordinate and manage the daily activities of the IT support team to ensure timely and effective resolution of technical issues.
• Ensure that all support requests are handled promptly and efficiently, adhering to service level agreements (SLAs) and maintaining high standards of customer service.
• Mentor, train, and develop team members to enhance their technical skills and customer service abilities, fostering a collaborative and high-performing team environment.
• Continuously evaluate and refine support processes and workflows to enhance efficiency, reduce response times, and improve the overall quality of IT support services.
• Serve as the primary point of contact for escalated issues, providing advanced technical support and ensuring effective communication and resolution for complex problems.
• Budget management.
Requirements
• Strong leadership skills to inspire and manage a team of IT support specialists. The ability to mentor, develop, and retain talent within the team.
• Comprehensive understanding of IT systems, networks, hardware, and software to efficiently troubleshoot and resolve complex technical issues.
• Outstanding customer service skills to ensure high user satisfaction through effective communication with non-technical users, offering clear and empathetic support.
• Deep understanding of the ITIL (Information Technology Infrastructure Library) principles.
• Strong analytical skills to diagnose problems, identify solutions, and implement effective fixes. Ability to think critically and make informed decisions under pressure.
• Excellent verbal and written communication skills to interact with users, team members, and other stakeholders.
• Proficiency in supporting IT support projects, including planning, execution, and evaluation to prioritize tasks, manage time effectively, and meet deadlines.
• Flexibility to adapt to changing technologies, processes, and business needs.
• Commitment to continuous learning and professional development to stay updated with industry trends and advancements.
• English communication skills are essential for working.