End User Service Lead – Indonesia

WPP; Indonesia; On-site; IDR 279,000,000 - 468,720,000; Full time

Job summary

WPP seeks an experienced End User Service Lead to manage frontline IT support for Jakarta. You will oversee a team of End User Service Engineers, drive ITSM best practices, and implement automation while ensuring high user satisfaction and compliant operations.

You will lead incident resolution, oversee ticket workflows in ServiceNow, and collaborate with cybersecurity teams to uphold security policies and IAM standards.

Qualifications

• Proven experience in IT service management, specializing in end-user support and technical troubleshooting.
• Strong technical background in endpoint administration, including Windows, macOS, Active Directory, and MDM platforms (Intune, Jamf).
• Proficiency in ITIL and ITSM frameworks, with hands‑on expertise in platforms like ServiceNow or Jira.
• Excellent leadership skills, with a track record of managing support teams, setting KPIs, and driving performance improvements.
• Strong problem-solving and analytical skills, with the ability to identify inefficiencies and recommend improvements.
• Exceptional stakeholder management, capable of communicating technical concepts to non-technical users.

Responsibilities

• Lead and manage the End User Service team, providing mentorship, development opportunities, and performance oversight for EUS Engineers and Senior EUS Engineers.
• Set clear goals, expectations, and KPIs, ensuring alignment with IT service objectives.
• Conduct regular performance reviews, coaching engineers on technical skills, troubleshooting efficiency, and customer service effectiveness.
• Optimize workforce allocation, balancing ticket queue workload and proactive IT support initiatives.
• Oversee day-to-day IT support operations, ensuring timely resolution of incidents, service requests, and escalations.
• Manage ticket workflows in ITSM platforms (e.g., ServiceNow), ensuring categorization, prioritization, and SLA adherence.
• Implement root cause analysis frameworks, reducing repeat incidents and improving long-term service stability.
• Drive customer-centric IT support, ensuring high user satisfaction and seamless technology interactions.

Skills

ITSM leadership

Endpoint management

Active Directory

Intune/Jamf

ServiceNow/Jira

Customer focus

People development

Tools

ServiceNow

Jira

Intune

Jamf

Job description

WPP is the trusted growth partner for the world’s leading brands.

We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.

We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

For more information, visit WPP.com.

We are seeking a highly skilled End User Service Lead to manage frontline IT support and ensure seamless technology experiences for end users across the Jakarta location. This role is responsible for overseeing the day-to-day service operations, ensuring high-performance incident resolution, and driving continuous improvement initiatives. The successful candidate will lead a team of End User Service Engineers, implementing best practices in IT service management (ITSM), automation, and compliance while fostering a customer-centric support culture.

What you'll be doing:

• Lead and manage the End User Service team, providing mentorship, development opportunities, and performance oversight for EUS Engineers and Senior EUS Engineers.
• Set clear goals, expectations, and KPIs, ensuring alignment with IT service objectives.
• Conduct regular performance reviews, coaching engineers on technical skills, troubleshooting efficiency, and customer service effectiveness.
• Optimize workforce allocation, balancing ticket queue workload and proactive IT support initiatives.
• Oversee day-to-day IT support operations, ensuring timely resolution of incidents, service requests, and escalations.
• Manage ticket workflows in ITSM platforms (e.g., ServiceNow), ensuring categorization, prioritization, and SLA adherence.
• Implement root cause analysis frameworks, reducing repeat incidents and improving long-term service stability.
• Drive customer-centric IT support, ensuring high user satisfaction and seamless technology interactions.

Technical Expertise & End-User Support

• Provide expert guidance on endpoint management, including Windows, macOS, Active Directory, Intune, and Jamf.
• Lead troubleshooting efforts for hardware, software, Audio-Visual and network-related issues, ensuring minimal business disruption.
• Collaborate on IT infrastructure upgrades, assisting with device rollouts, application deployment, and cloud migration strategies.
• Ensure compliance with global security policies, overseeing patch management, endpoint encryption, and IAM best practices.

Performance Optimization & Automation

• Utilize ITIL methodologies to improve service delivery, reduce incidents, and enhance self-service IT solutions.
• Monitor key performance indicators (KPIs), tracking support metrics such as response times, resolution rates, and customer feedback.
• Implement automation tools to optimize ticket resolution workflows.

Collaboration & Business Engagement

• Engage with business stakeholders, providing technology guidance and proactively addressing IT challenges.
• Communicate upcoming IT changes, ensuring smooth transitions for software updates, hardware refreshes, and new service rollouts.
• Work closely with cybersecurity teams, ensuring strict compliance with security audits, endpoint protection policies, and IAM protocols.
• Assist in vendor management, ensuring optimal service levels from external providers supporting end-user technologies.

What you'll need:

Qualifications & Technical Expertise

• Proven experience in IT service management, specializing in end-user support and technical troubleshooting.
• Strong technical background in endpoint administration, including Windows, macOS, Active Directory, and MDM platforms (Intune, Jamf).
• Proficiency in ITIL and ITSM frameworks, with hands‑on expertise in platforms like ServiceNow or Jira.
• Excellent leadership skills, with a track record of managing support teams, setting KPIs, and driving performance improvements.
• Strong problem-solving and analytical skills, with the ability to identify inefficiencies and recommend improvements.
• Exceptional stakeholder management, capable of communicating technical concepts to non-technical users.

Additional Information

• Location: This role will be based in the Jakarta office.
• Reports to: Sub-Regional Manager – South East Asia
• Travel: Occasional travel within the country and/or region may be required.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people –We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-DNI

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.