Manager, End User Company & Applica on Support

Howdy Master Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Howdy Master Sdn Bhd is seeking a Manager, End User, Company & Application Support to oversee end-user computing, IT service desk and business application support across the group, ensuring reliable, responsive technology for employees.

You will own endpoint management, incident and service request processes, manage Level 1–2 support, and coordinate with cybersecurity, infrastructure and vendors to ensure timely restoration.

Qualifications

• Bachelor's degree in IT/CS/IS or related discipline.
• 7–10 years in end-user computing/IT service desk roles.
• 3–5 years in team lead or managerial capacity.

Responsibilities

• Manage end-user computing and IT service desk across the group.
• Oversee provisioning, deployment, and lifecycle of desktops, laptops, and mobile devices.
• Coordinate endpoint patching, security remediation, and compliance with security standards.
• Manage Level 1 and Level 2 support, incidents, and service requests to meet SLAs.
• Establish channels, targets, escalation paths, and communication with non-technical stakeholders.

Skills

End-user computing

IT service desk

Business applications

Leadership

Stakeholder communication

Problem solving

Education

Bachelor's Degree in IT/CS/IS

Tools

ITSM tools

Remote support tech

Job description

Manager, End User Company & Applica on Support

Manage and continuously improve the Group's end user computing, IT service desk and business application support services, so that employees across the Group receive reliable, responsive and effective technology support for their day-to-day computing environment and business applications. Own the delivery of endpoint management, incident, service request and application support processes, ensuring that business disruption is minimised, agreed service levels are consistently achieved and support activities are structured, documented, controlled and audit-ready. Serve as the primary operational interface between business users, application teams, infrastructure and cybersecurity teams and technology vendors, resulting in clear ownership of end user and application issues until service is restored.

Key responsibilities

Manage the complete lifecycle of desktops, laptops, mobile and other end-user devices – provisioning, configuration, deployment, replacement, refresh and decommissioning – so that employees are equipped and productive within agreed onboarding timelines.

Maintain endpoint standards, standard operating environments and software deployments across the Group to achieve a consistent, supportable computing environment.

Coordinate endpoint patching, antivirus/EDR and security remediation with the Cybersecurity and Infrastructure teams so that corporate endpoints remain compliant with security standards.

Manage Level 1 and Level 2 user support so that all incidents and service requests are logged, categorised, prioritised, assigned and resolved within agreed service levels.

Establish support channels, response and resolution targets and escalation paths that deliver a consistent, professional and service-oriented user experience.

Provide Level 1 and Level 2 support for assigned business applications, acting as the primary coordination point for application incidents raised by business users.

Ensure incidents are recorded and prioritised according to business impact and urgency, and driven through to service restoration, with major incidents documented and post-incident reviews conducted.

Maintain an accurate inventory of end-user assets covering ownership, location, assignment, warranty and lifecycle status, and conduct periodic asset verification.

Establish measurable service levels for incidents, service requests and application support, and monitor achievement against them.

Act as the key operational technology contact for business departments, communicating incidents and service issues clearly to non-technical users and managing expectations professionally.

About you

Bachelor's Degree in Information Technology, Computer Science, Information Systems or a related discipline.

Minimum 7 to 10 years of relevant IT experience in end user computing, IT service desk and business application support.

At least 3 to 5 years in a team lead or managerial capacity, managing a support team and support vendors.

Experience managing service desk operations and supporting enterprise business applications.

Windows desktop operating environments; Microsoft 365 productivity environment; endpoint and device management technologies.

Active Directory and identity concepts; endpoint security concepts; patch management and software distribution.

IT Service Management tools and processes – Incident, Request, Problem and Change Management; remote support technologies.

Strong customer and service orientation, with ownership of issues rather than redirecting users between technical teams.

Structured problem solving and root-cause analysis, and the ability to prioritise by business impact rather than technical severity.

Able to explain technical issues clearly to both technical and non-technical stakeholders, and to work across business departments.