IT Support Lead, Asia

IT Support Lead, Asia We are seeking an IT Support Lead to join our team. The successful candidate will play a critical role in leading IT Service Management operations across our Asia Pacific and Indonesia Field Management Units (FMUs). This position is responsible for overseeing the delivery of high-quality technical support, ensuring consistent IT service processes, and managing tier-1 security and compliance functions in alignment with global standards. The IT Support Lead will serve as the primary point of contact for IT support and service delivery in the region, working closely with the IT Service Management Leaders, Infrastructure, Business Solutions, and Security & Compliance teams. The role will lead a team of regional technical support staff, ensuring effective incidents, request, and problem management, driving service improvements, and embedding ITIL-based practices across FMUs. In addition, the IT Support Lead will oversee regional applications support, including identifying local business and operational requirements, developing tailored regional solutions, and escalating locally proven solutions for broader regional implementation when needs are common across FMUs. This ensures technology solutions are responsive to local realities while aligned with regional and global standards. The successful candidate will also support compliance with organizational IT policies, ensure proper reporting and escalation of issues, and promote a culture of accountability, continuous improvement, and customer focus in all aspects of IT service delivery. Responsibilities Work with the team on any IT security-related activities in the region and coordinate with the infrastructure team to develop processes and procedures to mitigate the impact of potential risk on the global network. Work with the Infrastructure team to install, maintain, and troubleshoot all critical system components of the CI Global Network infrastructure are, including routers, firewalls, switches, and servers located in CI’s international offices. Coordinate network deployments and maintenance visits to implement IT projects in the CI international offices and implement upgrades on systems as needed. Assist with the resolution of IT Risk Audit findings in the region expeditiously. Manage system changes through the IT Change Management process with appropriate support staff, to ensure uninterrupted network services. Work with the IT team to devise a strategy to determine the requirements for field office deployments and implementations based on budget and operational requirements. Manage the core activities of the Support services within the region and work with other Regional IT Support Leads to implement the operational strategy as determined by the Global IT management team to our field offices and to ensure proper delivery of IT Services. Work with IT peers in other regions on account management in terms of assigning permissions, password resets, and to ensure other resource access levels are functioning efficiently and continuously from onboarding through account terminations. Assist in the establishment and enforcement of CI’s Standard Policies and Procedures while maintaining a conduit between CI HQ and the FMUs on feedback and improving CI’s IT-related policies and standards. Work with the Level 1 country-based technicians in the region to develop a support process to address and enhance IT responsiveness for the users, and with the support of the Regional IT coordinator, develop a workflow process to ensure that user requests are properly documented in the ticketing system and responded to and resolved in a timely manner. Work with the IT management team to monitor and evaluate new technologies to determine usefulness and compatibility with existing environments. Engage with the Infrastructure team in research and technology required for implementation and improvements of the Field IT systems, and help to design a performance monitoring system for visibility into system availability. Work with the Global Support Lead and the IT Solution Team Lead as a liaison regarding programmatic and communications of IT-related issues in the respective region. Participate in the IT Division’s Strategic planning process from a Regional and Field perspective. Engage in the coordination of IT support operations for optimal CI participation at international conferences. Manage people under his/her supervision, directly or indirectly. Ability to operate a computer keyboard, mouse, power tools, and to handle other computer components. Occasional inspection of cables in floors and ceilings. Lifting and transporting of moderately heavy objects, such as computers and peripherals. Responsible for managing staff and may direct the work of vendors or interns. Does have the authority to allocate resources. Develop, train, and mentor other IT team personnel within the region on issues such as customer service, communication, and technical skills to enhance the delivery of support services. Supervise and work with the Regional IT Coordinators to develop a professional growth and development path by establishing a foundation for capacity building and creating a knowledge base initiative to improve their technical skills. Qualifications Required A bachelor’s level degree in Information Technology, or another relevant field. 5 to 7 years of experience in the IT field, including management of a team; effective support of remote users; ability to define and implement changes in business processes; and excellent communication skills. Up to 2 years of supervisory experience. Experience with Windows networks and a strong fundamental understanding of network operations, Internet protocols, and connectivity. Professional experience in areas such as IT operations, Cloud computing, and business process management. Experience in designing, developing, and implementing information systems. Experience working in an international context. Self-motivated with demonstrated initiative and follow-through, and the capacity to think creatively and strategically. Demonstrated ability to remain focused and perform well in a fast-paced environment with changing and competing priorities. Excellent oral and written communication skills in English; other languages a plus. Ability to translate technical information to non-technical audiences is important. Strong vendor and consultant management skills and experience. Knowledge in project management. Strong organizational skills. Strong interpersonal skills and the ability to work with a globally diverse team. Flexibility to travel to global locations upon request. Preferred Additional certifications in customer support or similar fields are strongly preferred. #J-18808-Ljbffr Conservation International