IT Service Manager (Help Desk) - APAC

We are looking for a passionate and experienced Help Desk Manager to join our global IT Service team! If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, we’d love to hear from you.

In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach.

Your Impact & Responsibilities

• Manage 10–12 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions during the day, including remote management in Singapore.
• Manage 3–4 Tier 1 Help Desk agents that support AMR region.
• Be onsite at least 4 days a week.
• Own the Help Desk KPIs (e.g., resolution time, response time, reopen rates).
• Participate in planning and implementing automation and AI solutions for Tier 1.
• Ensure high-quality support via phone, portal...