The IT Manager will play a crucial role in managing our IT operations across multiple countries. You will be responsible for leading a team of IT support technicians, ensuring the delivery of high-quality technical support and services. This position demands a leader who can foster a culture of collaboration, innovation, and excellence across different cultures and time zones. Your strategic input will help align our IT support services with our business objectives, enhancing our operational efficiency and technological advancement.

Key Responsibilities

• Oversee the IT Service/Support Team across various locations, ensuring the delivery of high-quality technical support and service to all users.
• Lead, mentor, and manage a multicultural team of IT support technicians, fostering an environment of collaboration, inclusivity, and professional development.
• Develop, implement, and refine IT service management policies and procedures, including incident management, service request handling, and escalation processes, to improve efficiency and user satisfaction.
• Ensure the team is fully equipped with the necessary tools and training to provide exceptional support for hardware, software, and network issues.
• Coordinate with international IT teams to align support services and share best practices, ensuring consistency and quality of service across all regions.
• Manage the IT helpdesk operations, including monitoring service level agreements (SLAs) to ensure targets are met and identifying areas for improvement.
• Facilitate regular team meetings and training sessions to stay updated on technological advancements, cybersecurity threats, and IT support techniques.
• Conduct performance evaluations and encourage a culture of feedback within the team to drive continuous improvement.
• Develop and manage the IT support budget, ensuring optimal allocation of resources and cost-efficiency.
• Act as a point of escalation for complex issues or customer complaints, ensuring timely and effective resolution.
• Collaborate with senior IT management to align the IT Service/Support strategy with the overall business objectives, identifying opportunities for improvement and innovation in service delivery.

Requirements

• Proven experience in IT management, preferably in a multinational environment.
• Strong leadership skills with experience managing diverse, multicultural teams.
• Excellent understanding of IT service management principles, cybersecurity, and data management.
• Experience in strategic planning, project management, and vendor negotiations.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication and interpersonal skills, with proficiency in English. Additional languages (Mandarin, Malay) are highly advantageous.
• Ability to travel internationally as required.

Benefits

• Dynamic Work Environment: Work in a dynamic, multinational environment where innovation and forward thinking are at the forefront of what we do.
• Team Culture: Join a team that values open communication, mutual respect, and support. We believe in empowering our employees, celebrating successes together, and learning from challenges in a collaborative atmosphere.

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