Team Leader, IT Service Operations (Helpdesk)

Role Purpose

Lead end-user support, service desk operations, workplace technology services, onboarding/offboarding processes, application L1 support, and operational automation for the VVIP Terminal.

Key Responsibilities

• Lead IT Service Desk operations and ensure incident/request resolution within SLA.

• Provide VIP/VVIP technology support for executives, government users, terminal operators, and special events.

• Manage onboarding, offboarding, joiner/mover/leaver processes including account provisioning, access requests, and device setup.

• Provide daily operational support for IT, OT and ICT systems including network, WiFi, CCTV, ACS, BMS, meeting room systems, IPTV, telephony, and collaboration tools.

• Act as Level 1 Support for ERP and business applications including user support, access management, issue triage, and vendor escalation.

• Manage workplace technology readiness, meeting rooms, VIP lounges, and operational workstations.

• Manage IT assets, endpoint inventory, and device lifecycle activities.

• Administer ITSM platforms (Jira Service Management / ServiceNow...), workflows, approvals, and service catalogs.

• Manage Intune, MDM, software deployment, endpoint compliance, and policy administration.

• Develop operational automation using Power Automate, Power Apps, Forms, and scripting tools.

• Build operational dashboards, service reports, and KPI tracking to improve service quality and efficiency.

Yêu cầu công việc

Requirements

• 5+ years in IT Support, Service Desk, Workplace Technology, or IT Operations.

• Experience leading Helpdesk or Service Desk teams.

• Strong knowledge of Microsoft 365, Active Directory, Entra ID, Windows Endpoint Management, ITSM Tools, LAN/WiFi troubleshooting, AV Systems, and ERP/Application Support.

• Experience with Intune, Power Automate, Power Apps, and process automation is preferred.

Quyền lợi

• Thưởng: Lương thưởng hấp dẫn, Tăng tốc sự nghiệp trong môi trường trao quyền
• Đào tạo: Học hỏi từ chuyên gia hàng đầu thế giới
• Khác: Phúc lợi cạnh tranh và đặc quyền hệ sinh thái