Assistant Manager, Technology and Operations (Team Lead)

Overview

Assistant Manager, Technology and Operations (Team Lead) based in Kuala Lumpur, Malaysia. Role focuses on leading IT Service Desk, End User Computing (EUC) operations, IT asset management, and IT purchasing operations within a regulated environment. The position reports to the Senior Manager, Technology & Operations and supervises a small team of EUC and Service Desk Analysts.

Responsibilities

• Lead and manage day-to-day IT Service Desk and EUC operations across business functions.
• Oversee End User Support including onboarding and offboarding for corporate users.
• Ensure service desk tickets are managed efficiently to meet business SLAs.
• Drive service improvement initiatives based on ticket analysis and recurring incident patterns.
• Act as a point of escalation for complex service issues and provide advanced technical support to end users and junior IT staff.
• Maintain and continuously improve the Service Desk knowledge base with up-to-date documentation.
• Implement and maintain IT security policies, including access controls and data protection measures; conduct regular security audits and address vulnerabilities on end-user devices.
• Collaborate with cross-functional teams to ensure timely resolution of projects and maintain effective communication with end users.
• Provide coaching, guidance, and daily support to junior service desk and EUC staff; conduct regular performance reviews and identify training needs.
• Foster a collaborative team culture focused on continuous learning, accountability, and service excellence.

IT Asset Management

IT Purchasing Operations

Financial and Non-Financial Measures

Reporting Structure and Supervisory Responsibilities

This role reports to the Senior Manager, Technology & Operations and manages a team of 3 to 5 EUC and Service Desk Analysts. Responsibilities include day-to-day leadership, coaching, performance oversight, escalation for complex issues, and contributing to team development through training and performance reviews.

Qualifications

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