Responsibilities:

1. Supervise a team of IT Deskside support, service desk support and admin (a team at around 20 ppl) Provide technical and management guidance.
2. Maintain communication with the client’s IT EUS Manager and Kyndryl teams.
3. Oversee third-party provider service when needed.
4. Be the first escalation point to client for EUS service related major incidents or issues.
5. Be able to handle end user support work in the absence of field engineer, when needed.
6. Conduct regular service performance review call with client IT EUS Manager, work with client and Kyndryl team in resolving issues and problems relating to the services.
7. Ensure team service achieve client SLA target.
8. Manage resource roster, maintain attrition rate at reasonable level.
9. Be the lead to ensure maintain of all necessary service operation procedures and documentations.
10. Collect and provide regular(weekly, monthly) reporting to client.

Qualifications:

1. 5+ experience in providing End user IT support service.
2. Financial Sector or bank account support experience is a plus.
3. Good command of communication and people management skills.

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