Position Overview

The Head of User Support is a senior leadership position that plays a critical role in shaping, managing, and enhancing the user support experience both locally and regionally across Asia. This role demands both strategic vision and hands-on expertise in optimizing the use of digital workplace platforms, with a significant focus on the Microsoft 365 (M365) ecosystem and the transition to new platforms such as Mowe (internal project).

The Head of User Support will manage the transformation of the user support function, driving excellence in user experience, efficiency, and business value by leveraging the full suite of technologies provided by M365 and other evolving platforms. He / She will be the principal contact for regional teams, leading best practices and continuous improvement in digital workplace adoption.

Responsibilities Overview

He / She is responsible for:
·         Lead and Manage Local User Support Team:
o   Provide direct leadership to the local user support team in Singapore, fostering an environment of collaboration, accountability, and innovation.
o   Establish clear goals and performance standards for team members, track progress, and provide regular feedback and coaching.
o   Ensure high levels of morale, engagement, and retention within the support team.
·         Drive User Experience Improvements:
o   Actively assess the current user experience with M365 and the Mowe platform, identifying pain points, bottlenecks, and areas for enhancement.
o   Design and implement strategies to improve user satisfaction, reduce friction points, and increase adoption rates.
o   Solicit regular feedback from end users and regional business units, translating insights into actionable improvement plans.

·         Expertise in M365 Ecosystem:
o   Serve as the subject matter expert (SME) on the entire Microsoft 365 suite, including Teams, SharePoint, OneDrive, Outlook, Excel, Power Platform, and related collaboration tools.
o   Continuously monitor new features, updates, and best practices within the M365 ecosystem, and disseminate this knowledge across user groups.
o   Advise on integration of M365 with other business-critical platforms and applications.

·         Expertise in Desktop & Conferencing Technologies:
o   Demonstrated proficiency in laptop and desktop hardware, including lifecycle management.
o   Familiarity with conferencing room and workplace technologies is considered an asset.
o   Experience with deployment technologies such as SCCM for operating system imaging.

·         Regional Liaison and Point of Contact:
o   Act as the designated go-to contact for regional teams across Asia, facilitating timely communication, support escalations, and issue resolution.
o   Coordinate regional support initiatives, ensuring consistency of user experience and sharing successful practices between countries.
o   Represent the user support function in regional leadership meetings and projects.

·         Coaching and Enablement:
o   Design and deliver coaching sessions, workshops, and training programs for both local and regional teams on maximizing M365 capabilities.
o   Tailor enablement materials to various audiences, from beginner to advanced users, focusing on features that drive business efficiency and productivity.
o   Champion a culture of continuous learning and digital adoption among end users and support teams.
·         Collaboration and Stakeholder Engagement:
o   Build strong relationships with IT, business units, and cross-functional partners to understand needs and align support services.
o   Engage with vendor partners to optimize support outcomes and stay ahead of technology trends.
·         Metrics, Reporting, and Continuous Improvement:
o   Define and monitor key performance indicators (KPIs) for user support effectiveness, user satisfaction, and platform adoption.
o   Prepare regular reports for executive leadership, highlighting achievements, challenges, and recommendations.

Bachelor and above in relevant discipline 

Requirements
·         Education & Experience:
o   Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (Master’s preferred).
o   Minimum 8 years of experience in IT user support or service management, with at least 3 years in a people leadership role.
o   Proven experience working with the Microsoft 365 ecosystem in an enterprise environment.
o   Regional or multi-location support experience in Asia is a strong advantage.
·         Technical Skills:
o   Strong and updated knowledge of Microsoft 365 platforms, applications, and administrative features.
o   Familiarity with cloud platforms, user experience management tools, and integration approaches.
o   Understanding of change management, digital transformation, and adoption strategies.
·         Leadership & Interpersonal Skills:
o   Demonstrated ability to lead, mentor, and inspire high-performing support teams.
o   Excellent communication and stakeholder management skills, with the ability to influence at all organizational levels.
o   Proactive problem solver who thrives in a fast-paced, multicultural, and evolving environment.
·         User-Centric Mindset:
o   Passionate about improving the user experience and driving the adoption of digital tools to enhance business outcomes.
o   Empathetic approach to understanding user needs and translating them into practical support solutions.
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·         Regional and Cross-Cultural Collaboration:

o   Ability to work effectively with regional and local teams, respecting and leveraging cultural diversity.

o   Track record of successful collaboration in a geographically dispersed organization.

Opportunities and Benefits

·         Lead the transformation of user support across a dynamic and diverse region.

·         Access to ongoing professional development in digital workplace technologies.

·         Direct impact on organizational performance and employee satisfaction.

·         Collaborative and inclusive work culture with opportunities for regional travel and networking.