Role Summary

Lead and manage the IT Service Desk, IT Helpdesk, and Identity & Access Management (IAM) functions to deliver efficient, reliable, and customer-focused IT support services across the Bank. Ensure service delivery meets established Service Level Agreements (SLAs) while governing user identity and access in compliance with Information Security policies, Operational Risk requirements, and regulatory standards. Drive continual service improvement through process optimization, team leadership, automation, and service excellence.

Role and Responsibilities / หน้าที่ความรับผิดชอบ:

• IT Service Desk Management

• Manage the IT Service Desk team to provide end-user support for Head Office, branch offices, and other business units.

• Oversee installation, configuration, maintenance, and replacement of IT equipment including desktops, laptops, printers, mobile devices, and peripherals.

• Manage support services for Microsoft Windows, Microsoft 365, online collaboration platforms, and office productivity solutions.

• Control IT Asset Management and Software License Management processes.

• Coordinate workstation setup, relocation, and equipment deployment for new hires, employee transfers, and organizational changes.

• IT Helpdesk

• Lead and manage IT Helpdesk operations to ensure compliance with established SLAs and KPIs.

• Oversee Incident Management, Service Request Management, Major Incident Management, and Escalation Processes.

• Monitor, analyze, and reduce recurring incidents in collaboration with Infrastructure and Application Support teams.

• Prepare operational reports, analyze service trends, and recommend continuous improvement initiatives to management.

• Develop and maintain the Knowledge Base and Service Catalog to improve service efficiency and user experience.

• Identity & Access Management (IAM)

• Manage the complete User Lifecycle Management process (Joiner, Mover, Leaver).

• Oversee provisioning, modification, suspension, and de-provisioning of user accounts across enterprise systems.

• Ensure access rights comply with the principles of Least Privilege and Role-Based Access Control (RBAC).

• Administer Microsoft Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, and enterprise authentication services.

• Manage Multi-Factor Authentication (MFA), Single Sign-On (SSO), and Privileged Access Management (PAM) solutions.

• Conduct periodic User Access Reviews and Access Recertification exercises.

• Ensure privileged accounts are managed and monitored in accordance with the Bank's security policies.

4.People Management

• Plan workforce capacity and manage team resources effectively.

• Establish KPIs and conduct performance evaluations.

• Develop team capabilities through coaching, mentoring, and training programs.

• Foster a culture of customer service excellence, security awareness, collaboration, and continuous improvement.

• Promote strong partnerships between IT and business stakeholders.

Qualifications / คุณสมบัติ:

• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or related fields.

• Minimum of 10 years' experience in IT Service Desk, IT Helpdesk, or IT Operations.

• At least 5 years of leadership or team management experience.

• Proven experience in Identity & Access Management (IAM).

• Experience within the banking, financial services, or other highly regulated industries is preferred.

• Experience in Audit, Compliance, and Operational Risk Management.

• Experience supporting enterprise systems or banking applications is an advantage.

• Good communication skills in both Thai and English.

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง:

• Leadership & Team Management

• Customer Service Excellence

• Strategic & Analytical Thinking

• Decision Making

• Problem Solving

• Communication & Presentation

• Coaching & People Development

• Change Management

ความเข้าใจในธุรกิจ/การดำเนินงานขององค์กร

Knowledge and understanding of business operations and the role of IT services in supporting organizational productivity and efficiency.