Manager, End User Computing & Application Support

Apex Equity Holdings Berhad; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Performance bonus

Medical coverage

Annual leave 20 days

Training & development

Governance exposure

Close to senior management

Collaborative culture

Job summary

Apex Equity Holdings Berhad is seeking a Manager, End User Computing & Application Support to lead EUC, IT service desk and business application support across the Group. You will own endpoint management, incident and service request processes and ensure service levels are met.

In this role you will coordinate with cybersecurity, infrastructure and application teams, manage a team of Level 1/2 support, and drive improvements to deliver reliable, secure and user‑friendly technology services

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Information Systems or related discipline.
• 7–10 years of relevant IT experience in end user computing, IT service desk and business application support.
• 3–5 years in a team lead or managerial capacity, managing a support team and vendors.
• Experience managing service desk operations and supporting enterprise business applications.
• ITIL Foundation or equivalent certification is highly desirable.
• Windows desktop 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 and proactive problem solving.

Responsibilities

• Manage the complete lifecycle of desktops, laptops, mobile and other end-user devices to onboard quickly and keep users productive.
• Maintain endpoint standards and software deployments for a consistent computing environment.
• Coordinate endpoint patching, antivirus/EDR and security remediation with Cybersecurity and Infrastructure teams.
• Ensure EUC equipment is inventoried, tagged, tracked and securely disposed of upon offboarding.
• Manage Level 1 and Level 2 user support, logging and resolving incidents within SLAs.
• Establish support channels, response times and escalation paths delivering a professional user experience.
• Monitor ticket ageing, backlog and workload; drive corrective action to improve service performance.
• Provide Level 1 and Level 2 support for business applications and coordinate incidents with vendors.
• Investigate, diagnose and escalate application defects to internal teams with timely updates to users.

Skills

EUC management

IT service desk

Application support

Vendor management

ITIL

Education

Bachelor's Degree in IT or related

Tools

Active Directory

Microsoft 365

ITSM tools

Patch management

Job description

Manager, End User Computing & Application 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.

Why You’ll Love Working with Us

• Competitive remuneration package
• Annual performance bonus (subject to company and individual performance)
• Medical and insurance coverage
• 20 days of annual leave entitlement
• Training and professional development opportunities
• Exposure to corporate governance practices within a Public Listed Company environment
• Opportunity to work closely with Senior Management and Board members
• Professional and collaborative workplace culture

What You’ll Be Doing

• 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.
• 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.
• 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 elevate application defects to internal application teams, developers or vendors, and track cases through to resolution with timely updates to 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.

• 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.