IT Customer Care Manager
Core
Manage on-site proximity support teams and ensure efficient delivery of Level 2 IT support services across APAC and EMEA regions.
Role type
Senior IT Customer Care Manager (Proximity Support)
Builds
On-site IT support services, hardware troubleshooting, and application rollout support for end users.
Domain
IT Service Management / Proximity Support
Required skills
IT Service Management framework, ServiceNow, team leadership, resource management, root cause analysis, incident management, process improvement
Preferred skills
Managing service providers, working in culturally diverse global companies, Chinese language proficiency
Technologies
ServiceNow
Responsibilities
Lead and manage customer care APAC Proximity support team, ensure end user training and employee orientation activities are executed, manage hardware troubleshooting, manage facility/event technology support, ensure physical asset security is implemented, manage mobile device management support, review and manage proximity support KPIs, function as the primary escalation for Proximity support needs, participate in Major Incident post mortem reviews
Seniority
Senior, hands-on IC with management responsibilities
