Regional Service Desk Manager - APAC (Mid-Senior Level)
Core
Lead and manage the day-to-day operations of the APAC Service Desk and 2nd Line Support teams, ensuring high-quality support delivery and stakeholder satisfaction.
Role type
Senior IT Service Desk Manager (Regional)
Builds
Operational support services for ERM's APAC region
Domain
IT Operations / Service Desk / Professional Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, Incident/Request/Problem/Change management, SLA/KPI monitoring, Stakeholder management, Resource planning, Microsoft 365/Windows 11 expertise, Global operations experience
Preferred skills
ITIL Foundation certification, Professional services environment experience, Distributed team management, Office relocation/acquisition support
Technologies
Microsoft Windows 11, Microsoft 365, ITIL framework
Responsibilities
Lead APAC Service Desk and 2nd Line Support teams, Monitor ticket queues and service performance, Act as primary escalation point for business stakeholders, Manage recruitment and performance of support staff, Coordinate regional asset management and endpoint deployment, Oversee response to major incidents
Seniority
Mid-Senior, hands-on IC with people management
