Service Engineer Lead; APAC

Service Desk Team Lead, Asia Pacific (APAC) About the Role

We're looking for an experienced and motivated Service Desk Team Lead to join our team. In this role, you'll be the linchpin between the Service Desk Manager and the frontline technicians, ensuring our APAC team operates at peak performance and provides exceptional support to our users. You'll be responsible for coaching and mentoring team members, managing daily tasks, and acting as the first point of contact for escalations.

• Lead and Coach:
  Provide regular coaching and constructive feedback to team members to help them succeed.
• Task Management:
  Effectively delegate tasks and projects from the Service Desk Manager, ensuring a balanced workload and timely completion.
• Performance and Goals:
  Monitor team performance against key metrics and goals and take proactive steps to ensure targets are met or exceeded.
• Escalation and Support:
  Serve as the initial point of escalation for complex issues, providing expert guidance and resolving problems that require advanced knowledge.
• Knowledge and Mentorship:
  Act as a go-to knowledge source for the team, staying current on best practices and sharing your expertise.
• Communication:
  Facilitate clear and consistent communication within the team and with management.
• Critical Thinking and Analyze Trends:
  Identify emerging trends and issues and makes suggestions for technical solutions to solve current and possible future problems.

• Previous experience in a leadership or senior role in a Service Desk or IT support role is highly preferred.
• Strong technical aptitude and problem-solving skills with a passion for coaching and developing others.
• Strong customer service mindset with excellent interpersonal, communication, and organizational skills.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Working experience or strong understanding of enterprise technologies (Office 365, ticketing systems)
• Experience supporting applications related to manufacturing, and logistics is preferred.
• Ability to work independently as well as collaborate with others.
• High attention to detail, take direction well and follow-through.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• English as a primary language, multilingual preferred
• Associate’s degree or equivalent work experience, with a minimum of 2 years on a global 24x7 technical team.
• Ability to participate in after-hours and on-call rotations, including occasional holiday shifts.
• Ability to travel internationally