Vice President - APAC Head of APAC IT User Support

The VP - APAC Head of IT User Support is responsible for the oversight, management, and continuous improvement of IT helpdesk services across all Asia-Pacific (APAC) locations. This individual will lead a distributed team of IT Support Engineers, ensuring exceptional technical support delivery, efficient incident and service request management, and proactive management of IT infrastructure. The role demands strong leadership, strategic thinking, excellent communication, and a deep understanding of IT support operations, including ServiceNow, MDM (AirWatch), SCCM, vulnerability management, and the unique challenges of supporting remote offices and company events within the APAC region

• →Leadership & Team Management: Lead and manage the IT Helpdesk team across all APAC locations, ensuring consistent service delivery and high-quality support. Foster a culture of excellence, collaboration, and continuous improvement within a geographically dispersed team.
  • →Service Delivery Excellence: Oversee the effective utilization of ServiceNow for incident and service request management, driving adherence to SLAs and process improvements. Ensure the efficient administration and support of mobile device management solutions (e.g., AirWatch) and direct the use of SCCM for software deployment, patch management, and inventory management.
  • →Operational Efficiency: Coordinate and manage IT readiness for office moves, new employee onboarding, and equipment changes. Provide strategic oversight and support for remote IT operations and infrastructure in regional and satellite offices, and ensure comprehensive IT support for company events within the APAC region.
  • →Strategic Planning & Execution: Develop and implement operational plans and strategies for the APAC Helpdesk team. Act as the primary escalation point for all critical and complex IT support issues within the APAC region. Establish and monitor key performance indicators (KPIs) to drive data-driven decision-making.
  • →Client & Stakeholder Engagement: Serve as the primary point of contact for senior stakeholders and business leaders in APAC regarding IT support services. Build and maintain strong relationships with regional IT teams, business unit leaders, and end-users. Communicate effectively across diverse cultures and time zones, and collaborate with global IT teams for strategic alignment.
  • →Governance, Risk & Compliance: Ensure strict adherence to all organizational IT policies, standards, and procedures. Oversee compliance with regional data privacy regulations and global security best practices, leading the implementation of IT security controls for end-user devices and infrastructure. Manage the reporting and escalation of security incidents and potential risks.
  • →Continuous Improvement & Innovation: Identify and champion opportunities to automate repetitive tasks and improve IT support efficiency. Stay abreast of emerging technologies and industry trends relevant to IT support and endpoint management for the APAC region. Drive initiatives for improving IT services, tools, and processes.

• Bachelor's degree in Computer Science, Information Technology, or a related field; relevant Master's degree is a plus.
  • Minimum of 5-7 years of experience in IT support, with a significant portion in a leadership or management capacity.
  • Proven experience managing geographically dispersed IT teams.
  • Relevant IT certifications such as ITIL Foundation/Practitioner, PMP, or relevant vendor certifications are highly preferred.
  • Functional Skills: Expertise in IT helpdesk operations, ServiceNow, SCCM, AirWatch, vulnerability management, and regional APAC IT infrastructure knowledge. Budget management experience required.

• Functional Skills: Expertise in IT helpdesk operations, ServiceNow, SCCM, AirWatch, vulnerability management, and regional APAC IT infrastructure knowledge. Budget management experience required.
  • Leadership & Behavioral Skills: Exceptional leadership, people management, communication, and interpersonal skills. Strong strategic thinking, problem-solving, adaptability, and cultural intelligence are essential.
  • Specific Skills: Experience supporting diverse cultural environments, managing multi-time zone operations, and vendor management within APAC. Fluency in English is required; proficiency in another major APAC language is highly advantageous.
  • Transformative Skills: Ability to drive significant improvements through strategic initiatives, foster a proactive and customer-centric culture, and develop forward-looking support strategies for the APAC region.