Global IT Service Manager

13 hours ago


Hong Kong, Central and Western District, Hong Kong SAR China T. Rowe Price Full time
Job Overview

The APAC Desktop Support Manager will be responsible for leading a team of support engineers who provide technical support to internal customers across the APAC region.

This role requires strong leadership and management skills, with the ability to motivate, coach, and develop a high-performing team.

Responsibilities:
  • Manage all aspects of the desktop support team, including day-to-day operations and goal achievement aligned to our strategy.
  • Develop and maintain business relationships with internal customers, stakeholders, and vendors, ensuring effective communication and collaboration.
  • Collaborate with Technology leaders and Business leaders to understand and meet requirements.
  • Drive innovation and continuous improvement, enhancing customer experience through excellent service delivery and supporting the adoption of new technologies.
  • Monitor and report on support metrics, such as ticket volume, resolution time, and customer satisfaction.
  • Escalate and manage significant situations, break/fix, installation of software, upgrades, and projects as needed.
  • Develop and manage team resourcing needs, partnering with leadership on planning.


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