IT Support Lead, Asia

IT Support Lead, Asia

Conservation International protects nature for the benefit of humanity. Through science, policy, fieldwork, and finance, we spotlight and secure the most important places in nature for the climate, biodiversity, and for people. With offices in 30 countries and projects in more than 100 countries, Conservation International partners with governments, companies, civil society, Indigenous peoples, and local communities to help people and nature thrive together.

"We are seeking an IT Support Lead to join our team. The successful candidate will play a critical role in leading IT Service Management operations across our Asia Pacific and Indonesia Field Management Units (FMUs). This position is responsible for overseeing the delivery of high‑quality technical support, ensuring consistent IT service processes, and managing tier‑1 security and compliance functions in alignment with global standards."

The IT Support Lead will serve as the primary point of contact for IT support and service delivery in the region, working closely with the IT Service Management Leaders, Infrastructure, Business Solutions, and Security & Compliance teams. The role will lead a team of regional technical support staff, ensuring effective incidents, request, and problem management, driving service improvements, and embedding ITIL‑based practices across FMUs.

In addition, the IT Support Lead will oversee regional applications support, including identifying local business and operational requirements, developing tailored regional solutions, and escalating locally proven solutions for broader regional implementation when needs are common across FMUs. This ensures technology solutions are responsive to local realities while aligned with regional and global standards.

The successful candidate will also support compliance with organizational IT policies, ensure proper reporting and escalation of issues, and promote a culture of accountability, continuous improvement, and customer focus in all aspects of IT service delivery.

• Work with the team on any IT security‑related activities in the region and coordinate with the infrastructure team to develop processes and procedures to mitigate the impact of potential risk on the global network.
• Work with the Infrastructure team to install, maintain, and troubleshoot all critical system components of the CI Global Network infrastructure, including routers, firewalls, switches, and servers located in CI’s international offices.
• Coordinate network deployments and maintenance visits to implement IT projects in the CI international offices and implement upgrades on systems as needed.
• Assist with the resolution of IT Risk Audit findings in the region expeditiously.
• Manage system changes through the IT Change Management process with appropriate support staff, to ensure uninterrupted network services.
• Work with the IT team to devise a strategy to determine the requirements for field office deployments and implementations based on budget and operational requirements.
• Manage the core activities of the Support services within the region and work with other Regional IT Support Leads to implement the operational strategy as determined by the Global IT management team to our field offices and to ensure proper delivery of IT Services.
• Work with IT peers in other regions on account management in terms of assigning permissions, password resets, and to ensure other resource access levels are functioning efficiently and continuously from onboarding through account terminations.
• Assist in the establishment and enforcement of CI’s Standard Policies and Procedures while maintaining a conduit…