End User Service Lead – Indonesia

Why we're hiring:

We are seeking a highly skilled End User Service Lead to manage frontline IT support and ensure seamless technology experiences for end users across the Jakarta location. This role is responsible for overseeing the day-to-day service operations, ensuring high-performance incident resolution, and driving continuous improvement initiatives. The successful candidate will lead a team of End User Service Engineers, implementing best practices in IT service management (ITSM), automation, and compliance while fostering a customer-centric support culture.

What you'll be doing:

• Lead and manage the End User Service team, providing mentorship, development opportunities, and performance oversight for EUS Engineers and Senior EUS Engineers.
• Set clear goals, expectations, and KPIs, ensuring alignment with IT service objectives.
• Conduct regular performance reviews, coaching engineers on technical skills, troubleshooting efficiency, and customer service effectiveness.
• Optimize workforce allocation, balancing ticket queue workload and proactive IT support initiatives.

• Oversee day-to-day IT support operations, ensuring timely resolution of incidents, service requests, and escalations.
• Manage ticket workflows in ITSM platforms (e.g., ServiceNow), ensuring categorization, prioritization, and SLA adherence.
• Implement root cause analysis frameworks, reducing repeat incidents and improving long-term service stability.
• Drive customer-centric IT support, ensuring high user satisfaction and seamless technology interactions.

• Provide expert guidance on endpoint management, including Windows, macOS, Active Directory, Intune, and Jamf.
• Lead troubleshooting efforts for hardware, software, Audio-Visual and network-related issues, ensuring minimal business disruption.
• Collaborate on IT infrastructure upgrades, assisting with device rollouts, application deployment, and cloud migration strategies.
• Ensure compliance with global security policies, overseeing patch management, endpoint encryption, and IAM best practices.

• Utilize ITIL methodologies to improve service delivery, reduce incidents, and enhance self-service IT solutions.
• Monitor key performance indicators (KPIs), tracking support metrics such as response times, resolution rates, and customer feedback.
• Implement automation tools to optimize ticket resolution workflows.

• Engage with business stakeholders, providing technology guidance and proactively addressing IT challenges.
• Communicate upcoming IT changes, ensuring smooth transitions for software updates, hardware refreshes, and new service rollouts.
• Work closely with cybersecurity teams, ensuring strict compliance with security audits, endpoint protection policies, and IAM protocols.
• Assist in vendor management, ensuring optimal service levels from external providers supporting end-user technologies.

What you'll need:

• Proven experience in IT service management, specializing in end-user support and technical troubleshooting.
• Strong technical background in endpoint administration, including Windows, macOS, Active Directory, and MDM platforms (Intune, Jamf).
• Proficiency in ITIL and ITSM frameworks, with hands-on expertise in platforms like ServiceNow or Jira.
• Excellent leadership skills, with a track record of managing support teams, setting KPIs, and driving performance improvements.
• Strong problem-solving and analytical skills, with the ability to identify inefficiencies and recommend improvements.
• Exceptional stakeholder management, capable of communicating technical concepts to non-technical users.

• Location: This role will be based in the Jakarta office.
• Reports to: Sub-Regional Manager – South East Asia
• Travel: Occasional travel within the country and/or region may be required.

Who you are: