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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing on-site IT support teams, ensuring efficient delivery of level 2 services, and implementing process improvements. Proficient in IT Service Management frameworks and capable of coaching and mentoring diverse teams while maintaining high service levels.
Highest-signal resume keywords
IT Service Management FrameworkServicenow ExperienceProximity Support Team ManagementLeadership and CoachingFluency in Chinese
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Support ManagementLevel 2 Support ServicesRoot Cause AnalysisProcess ImprovementHardware TroubleshootingMobile Device ManagementApplication Rollout SupportKPI ManagementFacility/Event Technology SupportDevice Provisioning
Soft Skills
LeadershipOrganizational SkillsCommunication SkillsAnalytical SkillsChange Management
Certifications & Qualifications
Bachelor’s Degree in Computer EngineeringMaster’s Degree in Computer Science
Industry Keywords
APAC IT SupportCulturally Diverse Global CompanyProximity Support ServicesService Level AgreementsEnd-User Training
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Manage the on-site proximity support team and ensure efficient delivery of on-site IT support services in APAC
- Ensure consistency and harmonization of APAC level 2 proximity support services
- Manage EMEA on-site support KPIs and service levels to meet established SLAs
- Contribute to a knowledge base and training materials for end users
- Collaborate on transversal support topics for shift-left opportunities
- Ensure level 2 proximity IT support services are implemented and running efficiently
- Provide consistent, personalized, reliable, and friendly proximity support
- Contribute to support team policies and procedures
- Lead, organize, schedule, and monitor APAC proximity support team activities
- Identify skill gaps and provide relevant process training
- Coach and mentor individuals and teams
- Ensure end-user training and employee orientation activities are executed
- Manage hardware troubleshooting, facility/event technology support, physical asset security, application rollout support, VIP support, device provisioning and inventory, mobile device management, and shared printer support
- Review and manage proximity support KPIs and act as the primary escalation point
- Implement process improvements and coordinate with IT teams to resolve end-user issues
- Manage root cause analysis and identify potential solutions
- Ensure support processes and procedures are followed
- Participate in IT problem management and Major Incident post-mortem reviews
- Coordinate on-premise IT solution rollouts with infrastructure and application teams
- Coordinate with IT support teams to provide a consistent support experience
- Facilitate lessons learned from root cause analysis
Requirements
What you’ll need- Bachelor’s degree or Master’s degree in Computer Engineering, Computer Science, IT or related fields
- 5 years experience in IT support and service management, with at least 2 years managing proximity service teams delivering level 2 services
- Fluent in IT Service Management framework
- Experience in Servicenow
- Experience in management of teams
- Experience managing proximity support teams and/or service providers
- Experience of working within a culturally diverse global company
- Conversant in Chinese is a must
- Strong leadership, organizational, resource management, planning, analytical, communication, and change-management abilities
Benefits
Comp & perks- Flexible working hours to accommodate diverse geographic locations