Head of Global People Services & Help Desk

Agoda; Dubai; On-site; AED 440,690 - 661,035; Full time

Job summary

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead its global employee support model, spanning Help Desk, Tier 0 self-service, and specialist teams. Based in Bangkok with relocation support, the role emphasizes scalable service delivery, governance, and high-quality employee experiences.

You will oversee Tier 1 support, People Relations, and knowledge management, driving efficiency, self-service adoption, and policy adherence in a complex, fast-moving

Qualifications

• 10+ years of relevant experience across HR shared services, employee services, or People operations.
• Significant leadership experience managing multiple service teams in a fast-paced, matrixed environment.
• Proven ability to design and operate scalable, high-quality employee support models.

Responsibilities

• Lead Agoda’s People Services front door across Tier 1 Help Desk, Tier 0 self-service, and interfaces to specialist teams.
• Define how employees access support to ensure a clear, seamless, trusted experience.
• Establish service principles, operating rhythms, and governance for day-to-day People support.

Skills

Leadership

HR Shared Services

Service Delivery

People Operations

Stakeholder Management

Education

Bachelor's degree in Business/HR/Operations/Law/Psychology

Tools

HRIS

Case Management Systems

Knowledge Bases

Job description

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead its global employee support model, spanning Help Desk, Tier 0 self-service, and specialist teams. Based in Bangkok with relocation support, the role emphasizes scalable service delivery, governance, and high-quality employee experiences.

You will oversee Tier 1 support, People Relations, and knowledge management, driving efficiency, self-service adoption, and policy adherence in a complex, fast-moving