APAC IT End User Support Manager

PROFESSIONAL PROFILE 

Dynamic and results-oriented professional with over 5 years of experience in customer support functions and team leadership within the IT industry. Proven track record of managing diverse teams to deliver exceptional end-user support while ensuring optimal performance and customer satisfaction. Skilled in developing and implementing efficient processes and practices to drive continuous improvement. Possess excellent communication and interpersonal abilities with a strong focus on building positive relationships with internal and external stakeholders. 
 

EXPERIENCE 

ABOUT YOU:

• Led a team of 10+ Support Engineers spread across multiple sites in the APAC region, ensuring consistent delivery of high-quality customer support. 

• Monitored and managed performance metrics, fostering individual growth and development within the team. 

• Collaborated cross-functionally to identify and implement continuous improvement initiatives, enhancing efficiency and effectiveness. 

• Provided hands-on support for local IT tasks, including hardware and software installation and maintenance, responding promptly to support issues and requests. 

• Supervised local IT support team members, overseeing local IT procurement, account setup for new users, and maintenance of technical documentation and asset inventory. 

• Liaised with global IT teams to ensure alignment with company standards and processes. 

• Demonstrated proactive leadership in resolving technical challenges and driving ITIL best practices. 
   

EDUCATION 

Associate/Bachelor's Degree in Computer Science or equivalent experience 
 

SKILLS 

• Proven leadership skills with experience managing direct reports and collaborating with senior stakeholders. 

• Strong proficiency in popular platforms and software applications, including Microsoft Azure, Office 365, and Exchange. 

• Excellent oral and written communication skills in English, with proficiency in other languages considered an asset. 

• Familiarity with ITIL processes and cloud infrastructure preferred. 

• Willingness to travel across APAC as required (20%-40%). 

• Positive, team-oriented mindset with a proactive approach to learning and adapting to new technologies. 

OFFER 

• A collaborative environment with colleagues from all over the world (Engineering offices in Europe, Asia and US) including various social events and teambuilding. 

• Vibrant and inclusive community, including Women in Tech and Pride groups which welcome all participants. 

• Clearly pre-defined shift schedules with collaborative/inclusive planning. 

• Growth-focused work environment with flexibility. 

• Global Employee Assistance Programme. 

• Calm and Reulay app (leading well-being apps designed to support focus, quality rest, mindfulness, and long-term mental resilience). 

• Structured onboarding process program and online training videos. 

OUR RECRUITMENT PROCESS:  

• Initial (Video) Screening: A quick chat with our Talent Acquisition Partner to understand your background and expectations. 

• Technical (Video) Interview (if applicable): Meet with the Technical team and Hiring Manager to dive into your solution and your expertise, as also discuss team fit. 

• Team (On-site) Interview: Meet with the Manila IT Team to dive into your solution and your expertise, as also discuss team fit. 

• Panel (On-site) Intervew: Meet with other Managers to see team fit.

• Final Steps: Receive feedback and, if successful, an offer! 

At Datacentric, we celebrate our diverse group of hardworking employees. Datacentric is committed to ensuring equal access to its programs, facilities, and employment opportunities. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We encourage you to apply even if you only meet most of the requirements (but not 100% of the listed criteria) – we believe skills evolve over time. If you’re willing to learn and grow with us, we invite you to join our team!