Assistant Vice President, User Support Team Lead - IT Department

• Lead, coach, and develop the User Support team

• Oversee IT Service Desk Level 1 operations and daily end-user support activities

• Ensure timely resolution and proper escalation of incidents and service requests

• Support users with PCs, laptops, printers, peripherals, mobile devices, and standard workplace applications

• Support endpoint setup, maintenance, troubleshooting, and replacement coordination

• Manage user onboarding and offboarding support, including device allocation and account coordination

• Maintain accurate ticket records, support logs, and operational documentation

• Monitor service quality, user satisfaction, and team performance

• Coordinate closely with Infrastructure & Operations, Security, and other IT teams for issue resolution

• Support compliance, audit readiness, and internal control requirements

• Drive continuous improvement in user support processes and service delivery

Yêu cầu công việc

• Bachelor’s degree in IT, Computer Science, Engineering, or related field, or equivalent experience

• At least 10 years of experience in IT support, helpdesk, end-user support, or endpoint support

• Proven experience as a team lead, supervisor, or senior support specialist

• Strong hands-on knowledge of:

o ITIL principles and service management practices

o Windows environment

o PCs, laptops, and user devices

o Endpoint support and troubleshooting

o Microsoft 365 / Office applications

o Ticketing and service management tools

o User account and basic access-related support

• Good understanding of incident management, request fulfillment, and escalation handling

• Strong communication, customer service, problem-solving, and coordination skills

• Fluency in English, both spoken and written, is required

• Experience in banking or another regulated environment is highly preferred

Quyền lợi

• Thưởng: 13th month salary
  Performance bonus
• Chăm sóc sức khoẻ: Health care insurance & accident insurance
• Nghỉ phép có lương: 16 days annual leave