IT-APAC Technical Services Site Lead

Team Introduction
Our IT Technical Services team is dedicated to delivering safe, reliable, and efficient technology solutions that empower employees across the business. We provide a full range of IT services—including network systems, security, hardware, software, and AI-enabled workplace technologies—while focusing on user experience, operational efficiency, and innovative IT capabilities. By combining strong service delivery with innovation, we support both internal operations and external product excellence.

We are seeking a proactive IT APAC Technical Services Site Lead to ensure premier IT support to our employees in a dynamic and growing technology business. You will be a key technical leader for our on-site services, ensuring operational excellence, driving service innovation, and mentoring fellow team members.

Reporting to the IT APAC Technical Services Cluster Leader, you will play a pivotal role in our Technical Services operations with visibility at the regional level.

Responsibilities:

• Ensure the delivery of work by the team on end-to-end IT support across multiple physical sites with the country, daily operations, incident and ticket handling, customer support, escalations, and ad-hoc IT requests.
• Act as a point of escalation and knowledge resource for local IT teams, ensuring consistent service quality and operational excellence.
• Act as the primary IT representative and trusted advisor for business stakeholders at supported sites, building strong relationships with business leaders and functional teams.
• Own the relationship with local and regional IT vendors, service providers, and technology partners to ensure delivery against agreed Service Level Agreements (SLAs), operational KPIs, and business expectations.
• As the focal point of escalation for end-user devices, collaboration tools, meeting room technologies, AV and conference systems, and corporate applications.
• Lead or support Technical Services initiatives including asset management, IT security compliance, endpoint management, and device lifecycle management.
• Collaborate with IT infrastructure, AV, security, and network teams to implement and maintain systems across APAC sites.
• Partner with local and regional Technical Services leaders to design and implement Continuous Service Improvement (CSI) initiatives focused on productivity, operational efficiency, and employee experience.
• Identify, propose, and deploy tools and solutions to improve IT service management processes with emphasis on automation, user satisfaction, and process efficiency.
• Identify repetitive manual processes and develop automation solutions to improve service quality, reduce resolution times, and increase operational scalability.

Requirements:

• Minimum Qualifications

• 3+ years of experience in on-site IT end-user support, ideally in a multinational environment supporting 500+ employees.

• Strong technical proficiency across hardware, software, networking, and modern workplace technologies, including Windows, MacOS, Lark Suite, Google Workspace, Microsoft Office 365, and foundational knowledge of networking, endpoint management, MDM, scripting, and automation.

• Demonstrated experience with IT project management and IT Service Management (ITSM) frameworks. Familiarity with ITSM ticketing systems and service management platforms.

• Excellent problem-solving skills, with the ability to independently troubleshoot and resolve issues involving end-user devices, meeting room technology, AV systems, and enterprise applications.

• Business-level proficiency in English.

• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.

• Preferred Qualifications

• Familiarity with Generative AI tools, AI-assisted workflows, automation platforms, and intelligent IT operations.

• Leadership qualities including accountability, effective delegation, customer empathy, a collaborative mindset, and a passion for continuous improvement, innovation, and operational excellence.

• Hands-on experience with scripting, automation technologies, or workflow automation tools.