APAC IT Proximity Support Lead

Imerys Minerals Malaysia Sdn. Bhd.; Kuala Lumpur; In loco; MYR 180.000 - 260.000; Tempo pieno

Descrizione del lavoro

Imerys Minerals Malaysia Sdn. Bhd. is seeking an IT Customer Care Manager - APAC to lead the on-site proximity support team and ensure efficient delivery of IT support services across APAC.

The role focuses on harmonizing APAC level 2 proximity services and meeting EMEA SLAs while contributing to knowledge base development and training materials for end users. The successful candidate will manage a cross-functional team, review KPIs, and drive continuous improvements in support delivery,

Competenze

• Bachelor’s degree or Master’s degree in Computer Engineering, Computer Science, IT or related fields.
• 5 years experience in IT support and service management, with at least 2 years managing proximity service teams delivering level 2 services.
• Fluent in IT Service Management framework.
• Experience in ServiceNow.
• Experience in management of teams.
• Experience managing proximity support teams and/or service providers.
• Experience of working within a culturally diverse global company.

Mansioni

• Ensure level 2 proximity IT support services are implemented and running efficiently.
• Provide consistent, personalized, reliable, and friendly support services for proximity support needs.
• Contribute to support team policies and procedures.
• Enrichment of IT support knowledge base and training.
• Lead and manage APAC Proximity support team; organize and monitor activities.
• Identify skill gaps and arrange training; review development options.
• Coach and mentor individuals and teams.
• Ensure end user training and employee orientation activities in EMEA.
• Manage hardware troubleshooting and asset security; coordinate application rollout support.
• Organize VIP support, device provisioning, inventory management, shared printers.

Conoscenze

IT service management

Team leadership

Proximity support

Knowledge of ServiceNow

Stakeholder collaboration

Problem management

Formazione

Bachelor’s or Master’s degree in Computer Engineering, Computer Science, IT or related fields

Strumenti

ServiceNow

Descrizione del lavoro

Imerys Minerals Malaysia Sdn. Bhd. is seeking an IT Customer Care Manager - APAC to lead the on-site proximity support team and ensure efficient delivery of IT support services across APAC.

The role focuses on harmonizing APAC level 2 proximity services and meeting EMEA SLAs while contributing to knowledge base development and training materials for end users. The successful candidate will manage a cross-functional team, review KPIs, and drive continuous improvements in support delivery,