Job Description

The Global IT Deskside Support team will be responsible for ensuring best-in-class IT support for the company s 10,000 employees around the globe. This team plays a crucial role in maintaining the functionality and efficiency of an organization s IT infrastructure. By providing timely support, fostering user satisfaction, and collaborating across functions, the team ensures that technological resources effectively serve the organizations goals. What you'll own You will be leading the IT Deskside Support team in the APAC region, ensuring timely and effective resolution of technical issues for our colleagues. This role involves managing support operations, enhancing service delivery, and fostering a customer-focused culture within the team. As a leader in the organization, you will be responsible to supervise, schedule, monitor and evaluate staff. Team Leadership: Manage and mentor a team of IT support technicians, providing guidance and support to ensure high performance and job satisfaction. Service Management: Develop and implement processes and best practices to improve service delivery and colleague experience. Incident Management: Oversee the resolution of technical issues, ensuring they are logged, tracked and resolved in a timely manner. Stakeholder Communication: Act as the primary point of contact for escalated issues, effectively communicating with both technical and non-technical stakeholders. Performance Metrics: Monitor and analyze team performance metrics, preparing reports and identifying areas for improvement. Training & Development: Organize training sessions for the team and colleagues to enhance skills and knowledge on new technologies and tools. Collaboration: Work closely with other IT teams (eg, Network, Security, Applications) to ensure seamless support and project delivery. What you bring bachelors degree in Information Technology, Computer Science or related field. 3+ years of experience in IT Management with proven leadership and team-building skills to inspire and empower team members to achieve their full potential. Strong knowledge of desktop operating systems, software applications, and hardware troubleshooting. Effective communication and interpersonal skills with the ability to explain technical concepts to audiences with a wide range of technical skills. Excellent professional leadership, interpersonal, and communication skills. ITIL Certification or similar is preferred. Ownership mentality capable of confidently managing complex IT systems around the world. Added bonus if you have: Experience in ServiceNow (Certification preferred but not required) CompTIA A+ Certified CompTIA Network+ Certified CompTIA Security+ Certified Microsoft Azure Certified Apple Certified Support Professional (ACSP) Certified Six Sigma Worldpay perks - what we'll bring for you Here s a taste of what you can expect. A competitive salary and benefits . Time to support charities and give back to your community. Parental leave policy. Global recognition platform. Virgin Pulse access. Global employee assistance program.