APAC IT Desktop Support Manager

• Lead the Desktop Support team across the Asia Pacific region
• Conduct regular review and update meetings with other regional managers
• Oversee team ticket management processes
• Familiarity with ServiceNow, including ticketing and reporting functionalities
• Strong leadership and communication skills are essential
• Proficient in organization and project management
• Conduct onsite analysis, diagnostics, and resolution of desktop issues for end users, including software, hardware, and network troubleshooting. Possess analytical skills to identify patterns and trends
• Collaborate effectively with the Desktop Support and Global Infrastructure teams
• Ability to adhere to processes and procedures while working in a target-driven environment
• Excellent interpersonal skills with the capability to engage a diverse range of customers
• Customer-centric; dedicated to delivering exceptional service and maintaining service quality
• Adept at quickly learning and assimilating technical information
• Exhibit strong attention to detail, persistence, and a sense of ownership
• Responsible for requesting and coordinating vendor support as needed
• Methodical in maintaining ticket updates and keeping end users informed
• Proficient in Excel for report creation and analysis

Skills & Requirements

• A minimum of 5 years of experience in a Desktop Support role, with at least 1 year in a management or hands-on team leadership position.
• Strong understanding of Windows 10/11 operating systems – installation, configuration, and troubleshooting
• Basic experience with Apple Mac computers
• Experience in managing antivirus solutions, preferably MS Defender, as well as strategies for preventing virus outbreaks
• Proficient in desktop performance monitoring and optimization
• Knowledge of IP address classes and IP subnetting
• Fundamentals of switching
• Troubleshooting skills for WAN and LAN issues
• Good understanding of wireless technologies, including configuration and support for laptops, smartphones, scanners, and printers
• Ability to understand and troubleshoot DNS and DHCP systems
• Manage and resolve access issues related to shared folders and printers
• Oversee the procurement, setup, and operation of hardware and software to meet company requirements
• Setup, maintenance, and support for warehouse scanners and mobile printers, preferably Honeywell and Zebra
• Good knowledge of Lenovo hardware maintenance
• Understanding of device provisioning for imaging in Intune
• Familiarity with Office 365, Microsoft Teams, and OneDrive
• Strong troubleshooting capabilities for email-related issues