Senior IT Manager

PRTR’s IT team is looking for an experienced IT Manager to join one of our international clients.

You’ll be expected to lead a regional team across ASEAN. Responsible for operational system availability and incident management. The ideal candidate will have a range of experience from the application, and infrastructure to end-user support, have strong management skills, and a high level of English proficiency. 

Responsibilities

• Leading, managing, and controlling the IT Service Desk team to ensure that the service and support tickets are appropriately managed.
• Establishing policies and procedures which ensure consistently high service performance, monitoring employee satisfaction, and feedback to develop improved processes.
• Responding to escalated incidents and requests answering user questions, receiving, documenting, and maintaining a record of reported issues in a service desk tracking database, follow-up as necessary.
• Supporting changes in application delivery, infrastructure, contracts, etc as the TH point of contact for the Service Desk.
• Ensuring that knowledge articles are updated to provide the highest service quality to end users.
• Following up on our service providers not meeting expectations set out in the service level agreement, ensuring improvements or any changes needed is action.
• Supervising the IT Service Desk team by providing a leadership style that promotes collaboration, innovation, and a spirit of teamwork that fosters individual and organizational growth.
• Supporting the team to mentor, train, and develop team members to improve their hard and soft skills to support the department and organization to achieve its goals.
• Having the flexibility and ability to effectively handle multiple priorities and assignments, and be able to support day and night shifts.
• Performing other duties and assuming other responsibilities as apparent or as delegated.

Qualifications

• Extensive experience in End User Services.
• Extensive management experience, managing 10-20 people.
• Manufacturing industry experience.
• Application knowledge, Windows, Office365, BOX, ServiceNow.
• Excellent English Skills.
• Global scope management.