Job Responsibilities:

• Lead and manage the IT Support team to ensure high-quality end-user support services both onsite and remotely

• Utilize ServiceNow to manage and track support tickets, ensuring SLA compliance and timely issue resolution

• Plan, improve, and enforce IT support processes to align with business needs and technical standards

• Troubleshoot and resolve hardware, software, and network-related problems efficiently

• Oversee and support the installation, configuration, and maintenance of OS, applications, and IT equipment

• Manage user accounts, permissions, and group policies using Active Directory (AD)

• Coordinate with Infrastructure, Network, and Security teams to resolve complex technical issues

• Enforce IT security policies including endpoint protection, antivirus, patch management, and backup strategies

• Prepare regular performance reports and propose process improvements to upper management

• Mentor, train, and develop IT support staff to continuously improve team capabilities

Required Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field

• Minimum 5 years of experience in IT support, with at least 2 years in a managerial or team leader role

• Strong knowledge and hands-on experience with ServiceNow or similar ticketing platforms

• Practical experience in Active Directory for user access management

• Good understanding of IT security best practices (e.g., endpoint protection, network/email security)

• Solid understanding of networking concepts such as TCP/IP, LAN, WAN

• Proficient in supporting Windows, macOS, Microsoft 365, and common office hardware (printers, scanners, mobile devices)

• Strong leadership, analytical, and communication skills

Location : Office Emporium - BTS Phrom Phong