Manager, End User Computing & Application Support

Apex Equity; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Apex Equity in Kuala Lumpur seeks a Manager for End User Computing & Application Support to lead the EUC, service desk and application support across the group. You will drive incident response, governance, asset and license management, and collaboration with Cybersecurity and Infrastructure teams to maintain a secure, productive computing environment.

The role requires 7–10 years in EUC, IT service desk and business applications, with 3–5 years in a leadership capacity and ITIL proficiency.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems or a related discipline.
• 7–10 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.
• ITIL Foundation, or an equivalent IT service management certification, is highly desirable.
• Windows desktop operating environments; Microsoft 365 productivity environment; endpoint and device management technologies.

Responsibilities

• Oversee End User Computing lifecycle across desktops, laptops and mobile devices.
• Lead IT service desk support and ensure SLA targets.
• Coordinate application support and incident management.
• Manage asset, license, and access governance.
• Ensure security and compliance alongside Cybersecurity teams.
• Coach and develop support staff and manage vendor relationships.

Skills

EUC Management

IT Service Desk

Application Support

Incident & Problem Management

Vendor Management

IT Governance

Team Leadership

Security Awareness

Education

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

Job description

Manager, End User Computing & Application Support

Job Descriptions

End User Computing Management

• 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 GDT security standards.
• Ensure EUC equipment is inventoried, tagged, tracked and recovered on offboarding, and that retired assets are securely disposed of in accordance with security and company policies.

IT Service Desk and User Support

• 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.
• Monitor ticket ageing, backlog, reopened incidents and workload, and initiate corrective or improvement action so that service performance remains within target.
• Coordinate user-impacting incidents with the relevant technical teams and ensure affected users receive clear communication during service disruptions.

Application Support

• Provide Level 1 and Level 2 support for assigned business applications, acting as the primary coordination point for application incidents raised by business users.
• Investigate, diagnose and escalated application defects to internal application teams, developers or vendors, and track cases through to resolution with timely updates to users.
• Maintain application support procedures, runbooks, troubleshooting guides, escalation matrices and knowledge articles to reduce dependency on individual technical personnel.
• Support application upgrades, releases, testing and post-deployment production support from an operational support perspective.

Incident, Problem and Service Request Management

• 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.
• Analyse recurring incidents, coordinate root-cause analysis with the relevant technical teams and track corrective and preventive actions until permanent resolution.
• Establish efficient fulfilment of standard service requests – onboarding, transfers, offboarding, hardware, software and access requests – with the required approvals and controls observed.
• Identify automation and self-service opportunities that reduce manual support effort, repeat incidents and time to resolution.

IT Asset, Software and License Management

• Maintain an accurate inventory of end-user assets covering ownership, location, assignment, warranty and lifecycle status, and conduct periodic asset verification.
• Develop annual hardware replacement requirements and budget estimates, and coordinate procurement requirements with the relevant stakeholders.
• Monitor software licence allocation, utilisation and recovery, and ensure that only authorised software is installed on corporate endpoints.
• Support Finance, Internal Audit and compliance reviews relating to IT asset and licence records.

User Access and Identity Support

• Coordinate the creation, modification and removal of user access in support of onboarding, transfers and offboarding, ensuring the required approvals are obtained before access is provisioned.
• Support periodic user access reviews and maintain proper documentation of access-related incidents and requests.
• Escalate identity platform or infrastructure-related issues to the responsible technical team, working closely with Cybersecurity and application owners to maintain effective access controls.

Vendor and Outsourced Support Management

• Manage day-to-day operational matters with vendors providing EUC, service desk and application support services.
• Monitor vendor performance against contractual SLAs, elevate unresolved or aged support cases and conduct periodic service reviews.
• Verify services delivered against contractual commitments and support vendor evaluation, contract renewal and improvement activities.

Service Level Management and Reporting

• Establish measurable service levels for incidents, service requests and application support, and monitor achievement against them.
• Deliver monthly service performance reporting covering SLA achievement, response and resolution times, first-contact resolution, backlog and ageing, major and recurring incidents, user satisfaction, device and licence status and vendor performance.
• Present observations, root causes, improvement actions and emerging risks to GDT management for decision and action.

IT Controls, Governance and Audit Support

• Ensure EUC and application support activities comply with GDT policies, information security requirements and applicable regulatory expectations for a financial services environment.
• Maintain evidence, records and documented procedures for the processes owned by the role, and support internal audit, external audit and regulatory reviews.
• Track remediation of audit and review findings to closure, and escape material technology risks to GDT management.

Stakeholder and Team Management

• Act as the key operational technology contact for business departments, communicating incidents and service issues clearly to non-technical users and managing expectations professionally.
• Allocate work, set individual objectives and monitor workload and support coverage for support personnel reporting to the position.
• Coach and develop team members in troubleshooting, problem-solving and service orientation, encourage knowledge sharing and build a proactive, accountable service culture.
• The position does not own data centre, cloud, server, storage, database, network, firewall, backup, disaster recovery or infrastructure monitoring and architecture; these reside with the designated Infrastructure / Technology Operations function.
• The position is expected to own the user or application issue until service is restored, while escalating the underlying infrastructure component to the team accountable for that technology.

Job Requirements

• 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.
• ITIL Foundation, or an equivalent IT service management certification, is highly desirable.
• 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.