Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities :
The IT Helpdesk Manager is responsible for overseeing and delivering end user IT services while remaining actively involved in day to day technical operations. This is a hands on leadership role that combines people management, service ownership, and direct technical contribution to ensure high quality support, operational stability, and a positive end user experience across the organization.
The role manages a team of support engineers and acts as the primary owner of end user support services, endpoint operations, and helpdesk performance.
1. End‑User Support & Service Delivery (Hands‑On)
- Provide and oversee technical support for desktops, laptops, mobile devices, printers, and peripherals.
- Actively participate in troubleshooting hardware and software issues, especially for complex or high‑impact cases.
- Ensure timely resolution of IT support requests in accordance with defined SLA targets.
- Serve as the escalation point for unresolved incidents and step in when required to restore service quickly.
2. People Management & Team Leadership
- Lead, mentor, and manage a team of EUC / Helpdesk engineers, including interns and junior staff.
- Own hiring, onboarding, training, and day‑to‑day people management for the team.
- Conduct performance reviews, provide regular feedback, and support career development and skills progression.
- Address performance issues and coordinate with HR on disciplinary or corrective actions when required.
- Foster a customer‑centric, collaborative, and accountable team culture.
3. Service Management & Operational Ownership
- Own end‑user support services and helpdesk operations end‑to‑end.
- Define, maintain, and continuously improve helpdesk processes, SOPs, and escalation workflows.
- Ensure consistent service quality across regions and support locations.
- Act as the primary point of accountability for service outcomes and user satisfaction.
4. Device Deployment & Endpoint Management
- Oversee and participate in the preparation, deployment, and refresh of laptops, desktops, and IT equipment.
- Install, configure, and maintain operating systems, applications, and security updates.
- Ensure endpoint standardization and compliance with company security and IT policies.
- Support endpoint management initiatives such as MDM, patching, device compliance, and health monitoring.
5. IT Asset, Procurement & Budget Coordination
- Maintain accurate records of IT assets including laptops, monitors, and accessories.
- Oversee asset lifecycle management including issuance, return, refresh, and disposal.
- Coordinate with procurement and vendors for hardware purchases and renewals.
- Support budget planning and cost control for end‑user computing and helpdesk‑related spend.
6. Account, Access & Identity Support
- Oversee user account provisioning, access requests, and password resets.
- Ensure access management processes align with security, audit, and governance requirements.
- Work closely with Infrastructure and Security teams on access‑related controls and reviews.
7. Escalation, Vendor & Cross‑Team Coordination
- Diagnose and resolve complex issues using structured troubleshooting approaches.
- Coordinate escalations with Level 2/3 Infrastructure, Security, or Application teams.
- Manage and engage external vendors for endpoint‑related support and services.
- Act as the EUC point of contact for cross‑team initiatives, rollouts, and regional projects.
8. Governance, Security & Compliance
- Ensure endpoint security practices are enforced, including patching, antivirus, encryption, and access controls.
- Support internal and external IT audits related to end‑user computing and helpdesk operations.
- Promote security awareness and guide users on safe and compliant use of IT systems and tools.
9. Reporting, Metrics & Continuous Improvement
- Monitor and analyze service metrics such as SLA performance, ticket trends, and user satisfaction.
- Prepare regular reports and insights for IT leadership.
- Identify opportunities to improve processes, automate repetitive tasks, and enhance the end‑user experience.
- Drive root cause analysis for recurring issues and implement preventive measures.
10. Documentation & Knowledge Management
- Ensure accurate documentation of configurations, procedures, and support processes.
- Enforce use of and contribution to the internal knowledge base.
- Promote knowledge sharing and standardization within the team.
Skills & Requirements
- Strong hands‑on experience supporting Windows and macOS environments and end‑user devices.
- Proven experience managing or leading an IT Helpdesk or EUC team.
- Experience with endpoint management tools (e.g. Intune, SCCM, or equivalent).
- Familiarity with ITSM tools (e.g. ServiceNow).
- Solid troubleshooting skills across hardware, software, and basic networking.
- Ability to balance technical execution with people and service leadership.
- Strong communication, stakeholder management, and escalation handling skills.
Preferred Qualifications
- Degree or Diploma in Information Technology or related field.
- ITIL certification or equivalent service management experience.
- Experience supporting multi‑region or global end‑user environments.
- Relevant Microsoft or endpoint management certifications are an advantage.
Pre-Requisites :
Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.
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