Head of End User Services - SEA | IT Service Desk

Averis; Kuala Lumpur; Presencial; MYR 180.000 - 320.000; Jornada completa

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Conocimientos

End User Computing

ITIL

CSAT/NPS

Automation

RPA

Cloud-based desktops

Educación

Degree in related field

Herramientas

Intune

MDM

Citrix

RDS

Remote management tools

Descripción del empleo

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.