Why Join Us
We are looking for a passionate and experienced IT Service Manager to join our global IT team! If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, we'd love to hear from you.
In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach.
Key Responsibilities
- Your Impact & Responsibilities
- Manage 56 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions during the day, including remote management in Singapore.
- Manage 34 Tier 1 Help Desk agents that support AMR region.
- Be onsite at least 4 days a week.
- Own the Help Desk KPIs (e.g., resolution time, response time, reopen rates).
- Participate in planning and implementing automation and AI solutions for Tier 1.
- Ensure high-quality support via phone, portal, chat, and walk-in.
- Monitor ticketing queues and drive performance against SLA.
- Work closely with HR, IT Ops, and Security on user lifecycle processes.
- Oversee knowledge base creation, documentation, and training.
- Support both Windows and Mac OS environments.
- Drive onboarding and offboarding operational excellence.
- Conduct regular 1:1s, feedback sessions, and cross-training within the team.
- Provide hands-on support when needed, especially in peak or crisis situations.
Qualifications- Your Knowledge & Skills
- Total 10+ years of experience with 45 years of experience managing Help Desk or Tier 1 IT support teams in a corporate company.
- Strong understanding of ITSM tools (Jira Service Desk or similar).
- Excellent knowledge of user support workflows and service desk operations.
- Hands-on experience with Microsoft 365, Active Directory, and SSO platforms.
- Familiarity with Mac OS and Kandji advantage.
- Knowledge or experience with AI-driven support tools or chatbots advantage.
- Excellent interpersonal, verbal, and written communication skills in English.
- Experience working in a global or multi-site environment advantage.
- Strong organizational and time management skills.
- Customer-first mindset with a proactive, can-do attitude.
- Bachelor's degree in a relevant field or equivalent practical experience advantage.
