Responsibilities
This role is responsible for the daily operations of the IT support function.
Manage the Service Desk function on a day-to-day basis, including staffing, salaries, performance feedback, coaching, training, etc.
Ensure that Service Desk operations are managed to attain applicable Service Level Agreements (SLAs).
Generate metrics and reports for analysis of issues, proactive planning, and publication/communication.
Perform metrics review and trend analysis to evaluate and identify need for improvements and prevention of future incidents.
Oversee accurate and timely asset management / CMDB information and produce regular reporting.
Support periodic reviews of the Service Desk function with IT Leadership and local executives to ensure it aligns with current best practices and is meeting the needs of the business.
Coordinate with InfoSec personnel to identify, coordinate, and resolve security Incidents, as required.
Work with the Incident Manager, Request Manager, Problem Manager, Knowledge Manager, Change Manager, Monitoring Event Manager, and other applicable managers to align with ITIL processes and functions.
Monitor the Change Schedule for the potential impact on the Service Desk and monitor the impact ad report on change induced incidents.
Act as resource to Project Management Office and own accountability for local implementation plans for all projects.
Manage the relationships between the IT support function and the various engineering, operations, and vendor supplier stakeholders.
Raise the awareness about the IT support function and competency via training and awareness events.
Work with Service-Now Admin and Business Systems teams to develop and implement automated solutions in Service-Now and other service desk systems.
Own implementation of all refreshes for mobile and compute
Accountable for annual budget process and financial management, collaboratively with VP of End User Services and VP of PMO
Requirements
10+ years of relevant industry experience
Commensurate experience in IT Service Desk management; triaging tickets and phone calls from end users.
Experience managing IT across a diverse set of teams and office locations throughout Asia.
Experience leading a team and a regional technology support function in the context of a larger global organization.
ITIL Certifications.
Dashboard and reporting experience.
Microsoft certifications.
Very strong analytical ability, strong judgment and problem analysis techniques.
Must be able to work a flexible schedule, including overtime and after hours work and travel when required.
Ability to understand business requirements and develop solutions to meet those needs.
Ability to take initiative to solve a problem or kick of a project when warranted.