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