Full-Time End User Services (EUS) Team Lead - APAC

• Leads the operational team for Help Desk and Field Services to coordinate goals, KPIs, and SLAs.
• Monitors daily support operations to ensure timely and effective resolution of incidents and request tickets.
• Manages escalations, enforces SLAs, and drives continuous improvement in service quality and responsiveness.
• Serves as a key advocate for end users, ensuring that their IT needs are met with empathy and efficiency.
• Handles complex issues, promotes self-service tools, maintains high satisfaction levels.
• Analyzes support workflows to identify inefficiencies and implement improvements.
• Evaluates emerging technologies and tools to enhance service delivery and team productivity.
• Oversight on lifecycle management of end user hardware and software.
• Coordinates with relevant teams on upgrades, deployments, and access provisioning to ensure seamless operations.
• Generates reports on team performance, ticket trends, and user feedback.
• Maintains accurate documentation of support process and procedures, configurations, and compliance-related policies

• 5 or more years of related technical and/or managerial experience in end user services environment for Help Desk and Field Services.
• Strong professional and interpersonal skills including: exceptional customer service, creative problem solving, effective written and verbal communications, acute attention to detail and quality, driven with the ability to self-manage
• Advanced service reporting skills in Microsoft Excel and various other reporting tools
• Infrastructure subject matter expertise in ITIL, ITSM, Problem, Change, and Service Level Management
• Experience in a wide variety of IT fields to fully understand the details of the services that can be provided
• Excellent documentation skills and attention to detail.
• Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services

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