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Group Leader It

4 months ago

Sepang, Malaysia CAE Full time

**Role and Responsibilities**

**Job purpose**:
IT Group Leader is responsible for leading and managing a team of IT support professionals across multiple training centres in the Asia region. Oversee the day-to-day operations and ensure best in-class support to internal and external customers.

**Duties and Responsibilities**:
Team Leadership:

- Lead and motivate the IT team to deliver excellent support. Ensuring timely and accurate resolution of IT requests.
- Provide guidance and mentoring to team members.
- Fostering a collaborative culture and positive work environment.
- Perform regularly catch ups with team members, providing feedback, performance review and set goals.
- Collaborates with Global IT teams to ensure alignment of services offered by Service Desk

Technical & Operational:

- Take a hands-on approach to troubleshooting and resolving complex technical issues.
- Lead by example in delivering exceptional customer support to both internal and external stakeholders.
- Coordinate with local and global teams to ensure timely resolution of issues.
- Proactively engage with stakeholders to ensure service delivery is meeting expectations and to understand business requirements.
- Ensures the team is trained and aware of policies and practices (including Code of Conduct).
- Follows standard operating procedures, customer service guidelines and documentation for new services and activities.
- Maintain accurate documentation of IT systems, processes, and issue resolutions.
- Create and update support procedures to facilitate knowledge sharing.
- Liaise with vendors to ensure timely delivery of IT services and equipment.
- Identify areas for process improvement within the IT support workflow.
- Implement best practices to enhance efficiency and customer satisfaction.

**Qualifications and Skills**:

- 5-8 years of experience in a support role within an IT environment
- 3-5 years of experience in team management and in staff training & development.
- Demonstrated ability in supervising, directing, and evaluating the work of others.
- Strong problem-solving skills, common sense approach to problem solving.
- Experience supporting Windows environment and iOS devices.
- Experience supporting, Microsoft Office Applications, Microsoft Office 365, Microsoft Intune, AzureAD.
- Knowledge of IT Infrastructure including Server, Storage and Network.
- Knowledge of IT Service Management.
- Excellent written and verbal communication skills.
- Ability to work within a team and autonomously.
- Ability to interface with customers at all levels.
- Innovation, creativity, managing/working with others, project/process management, accountability.

**Working conditions**:

- Based in Sepang, travel to Bangsar office will be required.
- Overseas travel will be required.

**Direct reports**:

- Four direct reports

**Position Type**

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

**Equal Employment Opportunity**

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.