IT Service Desk Site Lead

Responsibilities

About The Team
Our IT Service team is dedicated to delivering safe, reliable, and efficient technology solutions that empower employees across the business. We provide a full range of IT services-including network systems, security, hardware, and software-while focusing on user experience, operational efficiency, and innovative IT capabilities. By combining strong service delivery with innovation, we support both internal operations and external product excellence.

We are seeking a seasoned and proactive IT Service Site Lead to deliver premier IT support to our employees in a dynamic and growing technology business. You will be a key technical leader for our on-site services, ensuring operational excellence and mentoring fellow team members. Reporting to the IT-APAC Service Desk Country Leader, you will play a pivotal role in our Service Desk operations with visibility at the regional level.

Responsibilities
- Deliver end-to-end IT support at multiple physical sites, covering daily operations, incident/ticket handling, customer support, escalations, and ad-hoc IT requests.
- Act as a point of escalation and knowledge resource for local IT teams, ensuring consistent service quality.
- Manage and coordinate with IT service vendors, maintaining high customer satisfaction levels.
- Provide support for end-user devices, collaboration tools, AV/conference systems, and corporate applications.
- Lead or support initiatives in Service Desk operations such as asset management, IT security compliance, and device lifecycle management.
- Collaborate with IT infrastructure, AV, and network teams to implement and maintain systems across sites.
- Partner with local and regional Service Desk leads to design and implement Continuous Service Improvement (CSI) initiatives focused on productivity, operational efficiency, and employee experience.
- Identify, propose, and deploy tools and solutions to improve IT service management processes, with emphasis on automation, user satisfaction, and process efficiency.

Qualifications

Minimum Qualifications
- A minimum of 5 years of relevant experience in an on-site IT end-user support role, preferably within a multinational company (MNC) supporting a user base of 500+.
- Proficient in Operating Systems: Windows and macOS.
- Experienced in Productivity Suites such as Larksuite, Google Workspace, Microsoft Office.
- Familiar with Infrastructure in terms of foundational knowledge of networking, scripting, automation, and Mobile Device Management (MDM).
- Demonstrated experience in IT Project Management and IT Service Management (ITSM) frameworks.
- Excellent problem-solving skills, with the ability to independently troubleshoot and resolve issues with end-user devices,meeting room technology, and AV systems.
- Inspire and mentor IT Support Engineers, fostering professional growth and teamwork.

Preferred Qualifications
- Working knowledge of network management, conference technology, and audio-visual systems.
- Experience troubleshooting various PC (Mac/Win) and mobile (Android/iOS) hardware devices.
- Proficiency in software troubleshooting (installation, upgrades, network connectivity).
- Familiarity with ITSM ticketing systems.
- Experience with mobile device management and support.
- Knowledge of cloud-based applications and services.
- Coding experience in any language (Java, PHP, Python, Shell Script, etc.) is highly desirable.