End User Service Manager (CF-34108591)

Key Duties

• Support business IT operations with managing the daily operations of the helpdesk and call center
• Hands on support when it's required
• Define and monitor SLAs and KPIs
• Build the sustainable and effective support organization and drive the change to provide proper level of support and improve users' satisfactions
• Enhance the user support coverage especially to several sites on top of Headquarter
• Lead End user service improvement actions and related projects
• Lead the user education in the values & constraint of IT services and cybersafe topics
• Establish the user support procedure and monitor security scores to comply governance such as the existing laws regulations, Internal Controls
• Involved in infrastructures/network matter to secure End User experience with collaborating the infra tech lead
• Business Partnering with business key stakeholders for End User Service matter
• Contribute to implement cooperate standard and IT&DATA Strategy

Technical Skills and Experiences required

• Team management of outsourced resources (help desk and on-siteservice)
• Preferable to have the experience to establish new support organization with including vendor selection
• 7 years' experience on IT Infra, customer support scope related
• Experience to support End user devices (computer, phone, hardware and software, printers, etc.)
• Project management skills
• Technical knowledge no less than by including Windows 8/10 +,
  Windows Server 2008/2012/2016 +, Cisco Products including
  Switch, Wi-Fi Access Point, Wi-Fi Controller, Outlook, Office 365,
  Microsoft Active Directory
• Has basic knowledge on LAN/WAN
• English: Business Level
• Japanese: Fluent incl Writing