At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.
We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.
The IT Service Manager will oversee the service desk operations to ensure exceptional service delivery and support across all global locations. This role includes managing the service desk team, implementing best practices, and maintaining high customer service standards.
As the deputy to the Head of IT Service Management (APAC), this role will assist in managing IT functions, including resource allocation and acting as the local contact and escalation point for the APAC region. He/ She will monitor the APAC IT team to provide efficient and effective support to end-users and ensure smooth daily operations.
Key responsibilities include ensuring system availability and performance meet agreed service levels and collaborating with regional and cross-functional teams to ensure seamless across the organization.
Principal Responsibilities
Job duties and responsibilities, not limited to:
Service Desk Operations Management: - Oversee daily operations to ensure the service desk is responsive, efficient, and effective.
- Implement strategies to manage call flow and ensure timely resolution of issues.
- Ensure the service desk is staffed with knowledgeable and skilled personnel.
Team Leadership and Development: - Lead, motivate, and support a large team within a time-sensitive and demanding environment.
- Set clear team goals and KPIs, conduct performance reviews, and provide regular feedback.
- Identify training needs and opportunities for team growth and professional development.
Customer Service Excellence: - Uphold high customer service standards and manage customer satisfaction metrics.
- Serve as the escalation point for resolving customer issues.
- Foster a customer-focused environment that is attentive to detail and seeks to solve customer IT issues.
Process and Quality Improvement: - Develop and refine service desk processes to improve quality and efficiency.
- Implement best practices using frameworks like ITIL.
- Regularly review and report on service desk performance and progress towards goals.
Collaboration and Communication: - Act as a liaison between the APAC business team, IT management, and other stakeholders.
- Communicate service desk results and challenges to appropriate parties.
- Work closely with IT management to align service desk activities with business objectives.
Incident and Problem Management: - Ensure effective management of incidents and problems.
- Monitor incident trends and anticipate potential problems for proactive resolution.
Audit & Regulatory: - Familiar with IT-related regulations and requirements, and identity any potential risks.
- Response to internal / external auditor's query.
- Support business with regulatory queries, inspections, and client IT-related inquiries.
- Support annual IT self-assessment, regulatory document review and/or any Disaster Recovery event.
Qualifications/Requirements:
Technical Expertise :
- Experience supporting Citrix or AVD.
- Experience support Microsoft 365 (M365) services and applications.
- Windows 10 and Windows 11 Support.
- Active Directory (AD) administration.
- Experience supporting System Center Configuration Manager (SCCM).
- Azure Active Directory (Azure AD) administration.
- Intune for mobile device administration.
- Experience supporting Exchange Online and On-Prem.
- In depth knowledge of ITIL practises.
- Proficiency in managing IT incidents and problems, minimizing impact on business.
- Solid experience on network / server trouble shooting.
Non-Technical Expertise :
- Minimum 10 years IT experience, plus 3 years managerial experiences.
- More experience candidates would be considered as Director grade.
- Financial industry background is preferrable.
- Preferably University Degree in Information Technology or Computer Science.
- Strong verbal & written communication skills in English, Putonghua and Cantonese preferred.
- Strong background in IT operation management, vendor management skills, and a strategic mindset.
- possess a can-do attitude and be flexible in adapting to change.
- Previous experience managing a global or multi-site service desk team is highly desirable.
Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.