Averis Hiring! Full Time Head of End User Support (SEA) in Federal Territory - Ricebowl

We are the Global Shared Services Centre (GSSC) supporting RGE (Royal Golden Eagle), one of the world's largest resource-based manufacturing groups with diversified businesses spanning Pulp & Paper, Palm Oil, Viscose Fibre, FMCG, Energy, and other sectors.

As the Head of End User Support – South East Asia, you will lead the regional End User Support function across multiple operating locations, ensuring a seamless, high-quality, and customer-centric IT experience for users across corporate offices, manufacturing plants, mills, plantations, and distribution centres.

This is a highly visible regional leadership role focused on End User Computing (EUC), workplace technology, service desk operations, field support, and digital workplace transformation. You will partner closely with business and IT leaders across Southeast Asia to drive service excellence, operational consistency, and continuous improvement.

Key Responsibilities

• Lead the End User Support function across Southeast Asia, covering End User Computing, workplace technology, service desk, and field support operations.
• Drive the standardization of End User Computing platforms, support models, and service delivery practices across regional locations.
• Manage the end-user device lifecycle, including deployment, refresh, asset governance, and technology standardization.
• Establish and govern service level agreements (SLAs), operational performance metrics, and service management processes.
• Enhance end-user experience through customer-centric support practices, user feedback programs, and continuous improvement initiatives.
• Oversee Service Desk operations to ensure consistent, responsive, and high-quality support delivery aligned with ITIL principles.
• Drive automation, self-service capabilities, knowledge management, and digital workplace initiatives that improve productivity and support efficiency.
• Partner with business leaders and regional stakeholders to align IT services with business priorities and operational needs.
• Lead workplace transformation initiatives, including endpoint management, modern workplace solutions, and service modernization programs.
• Manage regional vendors, service partners, budgets, and operational governance while maintaining service quality and cost effectiveness.
  
  

Experience

• Extensive experience leading End User Support, Service Desk, IT Operations, or Workplace Services functions within large and complex organizations.
• Proven experience managing large-scale end-user support environments across multiple countries.
• Experience supporting diverse operating environments, including corporate offices, manufacturing sites, and remote locations.
  
  

Technical & Domain Expertise

• Strong End User Computing (EUC) knowledge covering desktops, laptops, thin clients, Citrix, RDS, workplace collaboration technologies, meeting room technologies, and service desk operations.
• Strong understanding of IT Service Management (ITSM) and ITIL-based service delivery.
• Experience with service management platforms, service reporting, governance, and performance management.
• Experience driving digital workplace transformation, automation, endpoint management, and self-service initiatives.
• Exposure to device lifecycle management, asset governance, and workplace technology standardization.
  
  

Leadership & Communication

• Excellent stakeholder management and relationship-building skills.
• Strong communication and presentation skills with the ability to engage stakeholders at all levels.
• Proven ability to influence across multiple countries, teams, and functions.
  
  

Preferred Qualifications

• Degree in Computer Science, Information Technology, Business Administration, or a related discipline.
  
  

ITIL certification or equivalent service management credentials.

• Experience with Microsoft Intune, Mobile Device Management (MDM), and modern workplace technologies.
• Experience implementing automation, AI-assisted support, chatbots, self-service platforms, or RPA solutions.
• Experience within shared services, multinational, or geographically distributed environments.