End User Support Manager

About the Role

We are looking for a passionate and experienced Help Desk Team Lead to join our global IT team! If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, we’d love to hear from you.

In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach.

Your Impact & Responsibilities

• Manage 5–6 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions during the day, including remote management in Singapore.
• Manage 3–4 Tier 1 Help Desk agents that support AMR region.
• Be onsite at least 4 days a week.
• Own the Help Desk KPIs (e.G., resolution time, response time, reopen rates).
• Participate in planning and implementing automation and AI solutions for Tier 1.
• Ensure high-quality support via phone, portal, chat, and walk-in.
• Monitor ticketing queues and drive performance against SLA.
• Work closely with HR, IT Ops, and Security on user lifecycle processes.
• Oversee knowledge base creation, documentation, and training.
• Support both Windows and Mac OS environments.
• Drive onboarding and offboarding operational excellence.
• Conduct regular 1 : 1s, feedback sessions, and cross-training within the team.
• Provide hands-on support when needed, especially in peak or crisis situations.

Your Knowledge & Skills