End User Services Leader, SEA IT Experience

Averis; Kuala Lumpur; Hybrid; MYR 180,000 - 320,000; Full time

Job summary

Averis in Kuala Lumpur is seeking a Head of End User Services to lead the End User Support function across Southeast Asia, ensuring a high-quality, customer-centric IT experience for thousands of end users in offices, plants, and distribution centres.

You will standardize technologies, manage device lifecycles, oversee the IT Service Desk, drive a shift-left strategy, and partner with country heads to align IT with business needs.

Qualifications

• A degree in the related field.
• At least 8 years of experience in a similar role.
• Willing to relocate to Kuala Lumpur.

Responsibilities

• Lead and manage the End User Support function across SEA.
• Standardize End User Computing technology, setup/configuration for different user personas.
• Manage end-user device lifecycle including procurement, imaging, deployment, asset tracking, refresh cycles and secure disposal.
• Conduct CSAT/NPS surveys, analyse feedback trends and drive improvements.
• Establish and enforce SLAs/OLAs for incident resolution and service requests.
• Oversee the IT Service Desk (multi-channel) ensuring professional, responsive support.
• Drive shift-left strategy to increase first-call resolution and self-service capabilities.
• Partner with country heads and site managers to align IT needs with business goals.
• Support rollout of digital workplace initiatives including Intune/MDM and cloud-based desktops.
• Identify automation opportunities within EUS ops including chatbots and RPA.

Education

Bachelor's degree

Leadership

End User Support

ITIL

Budget management

Stakeholder management

Cloud-based desktops

Intune/MDM

Automation

Citrix

RDS

Tools

Intune/MDM

Citrix

RDS

Job description

Averis in Kuala Lumpur is seeking a Head of End User Services to lead the End User Support function across Southeast Asia, ensuring a high-quality, customer-centric IT experience for thousands of end users in offices, plants, and distribution centres.

You will standardize technologies, manage device lifecycles, oversee the IT Service Desk, drive a shift-left strategy, and partner with country heads to align IT with business needs.