• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

• Oversee IT requests, incidents, and problems.
• Manages and coordinates urgent and complicated support issues. Be accountable to for Ticket queue (participating in escalated calls as needed), and act as escalation point for needed requests and incidents.
• Ensure root cause of issues are resolved and communicate appropriately to internal and external customers.
• Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools, and support experience.
• Manage vendor relationships according to our operational needs. Review PO and be accountable for Helpdesk approve budget.
  
  

• Develop and retain high performing Helpdesk by providing effective coaching, recruiting, and performance evaluation to team members.
• Identify, develop, and mentor key employees on career paths within overall Technology Department.
• Takes an active role in activities to improve the overall engagement levels within the department.
• Identify staff training requirements and recommend development opportunities to improve staff development and technical expertise that would meet the future demands of the business.
• Lead activities to improve knowledge management and sharing process.
  
  

• Oversee Solutions repository and ensure top quality solutions are available to the employees.
• Develop an effective and workable framework for managing and improving Technology Customer support in the organization.
• Advise management on situations that may require additional client support or escalation.
• Lead Helpdesk Support function to ensure that agreed service levels (SLAs) are met.
• Facilitate the implementation and maintenance of global helpdesk processes and policies. Do this to ensure internal customer expectations are met or exceeded, and employee uptime is maximized.
  
  

• Monitor data and reports of KPIs, trends, and others regularly. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization.
• Drive Ticket Deep Dive and develop strategies for continuous improvement. Work to make Helpdesk Service the single source of truth and service delivery channel for Technology division.
• Facilitates China Helpdesk’s role, as the center of excellence to coordinate, and share best practices, policies and procedures be adapted to the unique needs of the global locations.
  
  

• Identify, assign owners, oversee, and escalate projects meant to improve helpdesk efficiency and effectiveness.
• Liaise with internal managers, team-leaders, and interact with internal and external customers to ensure that their needs are met.
  
  

• Minimum 10 years IT related experience
• 6 years customer service or Helpdesk experience preferred.
• 4 years technical experience preferred
• At least 4 years’ experience leading Helpdesk team (3+ IT project involvement or solution management and participated in new office buildout projects can be an add-on)
• Strong leadership capability
• Strong experience in both software & hardware systems as well as effective people management skills
• Excellent to communicate ideas using English verbally and written (English Level Oral & Written Level 2)
• Consistent project Management Experience for multiple greater than 8 month cross-functional projects
• Great Problem-solving skills
• Customer oriented
  
  

• Terms & conditions apply

Please refer to job description.