Head of End User Services

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

Job summary

Averis is seeking a strategic Head of End User Support for Southeast Asia, based in Kuala Lumpur. You will lead End User Computing, service desk operations, and ITIL-aligned processes across SEA, driving standardization, user satisfaction, and cost efficiency.

You will manage device lifecycles, implement digital workplace initiatives (Intune/MDM, cloud desktops), and champion automation including RPA and chatbots. Extensive stakeholder engagement across SEA locations is required.

Qualifications

• A degree in the related job field.
• Minimum 8 years in a similar role.
• Willing to relocate to the job location.

Responsibilities

• Lead and manage the EUS across SEA locations, including End User Computing such as desktop/laptop, Citrix, RDS, other workplace technology, and service desk.
• Drive standardization of End User Computing technology and setup/configuration for different user personas.
• Manage end-user device lifecycle including procurement, imaging, deployment, asset tracking, refresh cycles, and secure disposal.
• Conduct regular CSAT/NPS surveys, analyze feedback, and implement improvements to enhance user experience.
• Establish and enforce SLAs and OLAs for incident resolution and service requests across SEA locations.
• Oversee the IT Service Desk across multiple channels, aligned with ITIL best practices.
• Drive a shift-left strategy to increase first-call resolution and empower self-service tools.
• Build relationships with country heads and site managers to understand IT needs and pain points.
• Support rollout of digital workplace initiatives including cloud desktops and Intune/MDM.
• Identify automation opportunities including chatbots and RPA within EUS operations.
• Manage the EUS budget for the SEA region.

Skills

End User Computing

ITIL

CSAT/NPS

Automation

RPA

Cloud-based desktops

Education

Degree in related field

Tools

Intune

MDM

Citrix

RDS

Remote management tools

Job description

Grow your career with us

Here at Averis, our common purpose is to improve lives by developing resources sustainably. Our people are crucial in helping us to realise our vision to be one of the best Global Business Solution (GBS) organization to support our customers in creating value for the Community, Country, Climate, Customer and Company.

Responsibilities

We are the Global Shared Services Centre for a major client RGE (Royal Golden Eagle), one of the world’s largest resource-based manufacturing groups with diversified business in Pulp and Paper, Palm Oil (upstream & downstream), Viscose Fiber, FMCG, Energy, and other business segments. As Head of End User Support – South East Asia, you will lead the entire end-user computing and support function across all SEA operating locations, ensuring a seamless, high-quality, and customer-centric IT experience for approximately thousands of end users spanning corporate offices, manufacturing plants, mills, plantations, and distribution centres.

You are on a journey to join an exciting Company and be part of our success story. Here we will equip you with the know-how and experience that will define your growth. In this role that you are about to embark on, you are required to carry out the following responsibilities:

• Lead and manage the end-to-end End User Support (EUS) function across all SEA countries, covering End User Computing such as desktop, laptop, thin client, Citrix, RDS, other workplace technology, digital workplace enablement, meeting rooms and video conferencing, and service desk.
• Drive the standardization of End User Computing technology, setup/configuration for different user persona.
• Manage end-user device lifecycle including procurement, imaging, deployment, asset tracking, refresh cycles, and secure disposal of desktops, laptops, mobile devices, printers, and peripherals.
• Conduct regular user satisfaction surveys (CSAT / NPS), analyse feedback trends, and implement continuous improvement actions to enhance the end-user experience.
• Establish and enforce service level agreements (SLAs) and operational level agreements (OLAs) for incident resolution, service request fulfilment, and user satisfaction metrics across all SEA locations.
• Oversee the IT Service Desk (multi-channel: phone, email, chat, self-service portal) ensuring consistent, professional, and responsive support delivery aligned with ITIL best practices.
• Drive a 'shift-left' strategy to increase first-call resolution (FCR) rates, reduce ticket escalations, and empower users through self-service capabilities, knowledge bases, and AI-assisted support tools.
• Serve as the primary IT point of contact for business stakeholders across SEA, building strong relationships with country heads, functional leaders, and site managers to understand their IT needs and pain points.
• Support the rollout and change management of new digital workplace initiatives including cloud-based desktops, mobile device management (Intune / MDM), and modern workplace solutions.
• Identify and champion automation opportunities within EUS operations, including chatbots, automated provisioning, self-healing scripts, and RPA for repetitive support tasks.
• Manage the EUS operational budget for the SEA region, optimising costs while maintaining service quality, and tracking expenditure against approved plans.

To be successful in this role, it is recommended that you should have the following skills and qualifications:

• A degree in the related job field.
• At least 8 years or more working exposure or experience in a similar role.
• Willing to relocate to the job location.