IT Manager, Client Services
About the role
Lead deskside support and end-user services across APAC sites in a manufacturing environment. This hands-on IT Manager – Client Services role involves leading a support team, owning the day-to-day client experience, and handling delegated APAC Microsoft 365 administration while Corporate IT retains global tenant ownership and top-level admin control.
Key responsibilities
Lead and develop the APAC deskside support team, managing ticket queues, SLAs, and service quality through standardization and documentation
Provide high-tier technical support for Windows PCs, peripherals, mobile devices, and AV systems, including shop-floor device support for all APAC sites
Administer APAC Microsoft cloud services within corporate standards, including users, groups, licences, mailboxes, Teams, SharePoint, OneDrive (Intune and Entra ID in future), and endpoint security
Support Outlook/Exchange, Active Directory, MFA, onboarding/offboarding, and access requests
Partner with global infrastructure, network, security, applications, and Corporate IT teams on incidents and projects
Support plant users and shop-floor devices at China and Penang sites
Improve service quality through standardisation, documentation, and problem resolution
Occasional travel to APAC sites as required
About you
Bachelor's degree or above in Computer Science, Information Technology, or a related discipline
Minimum 8 years of IT client service experience, including at least 2 years in a supervisory or team-lead capacity
Strong hands-on background in deskside support, client services, and end-user computing
Solid technical knowledge of Windows OS, Active Directory, Microsoft 365, Exchange, Intune, and endpoint management
Good foundational knowledge of servers, networking (LAN/WAN), and corporate IT security practices
Proven experience in ITIL service management frameworks (holding an ITIL Certification is highly preferred)
Experience supporting manufacturing plants or multi-site/global corporate environments is a strong advantage
Outstanding communication and prioritization skills, with a deeply ingrained customer-centric and service-oriented mindset
Fluency in English is mandatory; proficiency in Mandarin is highly preferred