Manager, APAC IT Desktop Support

Westcon-Comstor; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading technology distributor is seeking a Manager for APAC IT Desktop Support in Kuala Lumpur. The role involves leading a team to provide desktop support across Asia Pacific, ensuring efficient resource allocation and high service quality. Candidates should have strong technical troubleshooting skills, experience in a managerial role, and a customer-focused approach.

Qualifications

• Minimum 5 years experience in Desktop Support, 1 year in managerial role.
• Good knowledge of Windows 10/11 OS and Apple MAC computers.

Responsibilities

• Manage the Desktop Support team in Asia Pacific.
• Perform onsite analysis, diagnosis, and resolution of desktop issues.
• Oversee team ticket management and collaborate with global teams.

Skills

Customer Service

Communication

Prioritization

Interpersonal Skills

Technical Troubleshooting

Tools

ServiceNow

Excel

Office 365

Microsoft Teams

OneDrive

Job description

Full details of the job.

Vacancy No

Vacancy No VN13067

Job Title

Manager, APAC IT Desktop Support

Office Location

Alternative Office Location

About the Role

Reporting directly to the Global IT Desktop Support and Service Desk Manager, the APAC IT Desktop Support Manager is responsible for leading the Desktop Support team supporting all users and locations in Asia Pacific. This role involves day-to-day onsite support of users and computers in Kuala Lumpur. It requires excellent prioritization, responsiveness, customer service, and communication skills. The successful candidate will contribute to the efficient allocation of hardware and software resources, maintain business applications, and ensure the reliability of communication resources. A minimum of 5 years of experience in a Desktop Support role and at least 1 year in a managerial or team leadership position are required.

Your Key Responsibilities

• Manage the Desktop Support team in Asia Pacific
• Conduct regular review and update meetings with regional managers
• Oversee team ticket management and understand ServiceNow for ticketing and reporting
• Provide leadership and effective communication
• Organize and manage projects effectively
• Perform onsite analysis, diagnosis, and resolution of desktop issues, including troubleshooting hardware, software, and network problems
• Collaborate with the Desktop Support and Global Infrastructure teams
• Follow processes and procedures in a target-driven environment
• Work well with a diverse range of customers, demonstrating good interpersonal skills
• Maintain a customer-focused approach, passionate about service quality
• Quickly absorb technical information and pay great attention to detail
• Coordinate vendor support when necessary
• Keep tickets and end-user updates well documented
• Utilize Excel for report creation and analysis

Qualifications / Requirements

• Good knowledge of Windows 10/11 OS – installation, configuration, troubleshooting
• Experience with Apple MAC computers
• Experience managing antivirus software, preferably MS Defender, and virus prevention
• Desktop performance monitoring and optimization skills
• Understanding of IP address classes & subnetting
• Basic knowledge of switching, WAN & LAN troubleshooting
• Good understanding of wireless technologies and support for laptops, smartphones, scanners, and printers
• Experience troubleshooting DNS & DHCP systems
• Managing access to shared folders and printers
• Oversee hardware and software procurement, setup, and maintenance
• Support for warehouse scanners and mobile printers, ideally Honeywell and Zebra
• Knowledge of Lenovo hardware maintenance
• Understanding of device provisioning in Intune
• Proficiency with Office 365, Microsoft Teams, and OneDrive
• Strong troubleshooting skills for email-related issues

About Us

Westcon-Comstor (WestconGroup Inc.) is a global technology distributor with capabilities in Cloud, Deployment, Security, Collaboration, Networking, and Data Center technologies. With teams in over 110 offices across more than 70 countries, the company is committed to transforming technology distribution through innovative services and partnerships.