End User Support (EUS) Manager (Modern Workplace)

TL;DR

End User Support (EUS) Manager (Modern Workplace): Driving global End User Computing strategy and operations with an accent on digital transformation and secure hybrid work environments. Focus on leading L2 support teams, implementing AI-enabled workplace solutions, and optimizing ITSM processes via ServiceNow.

Location: Kuala Lumpur

Company

hirify.global is a global semiconductor manufacturer committed to diversity, inclusion, and driving digital transformation in the workplace.

What you will do

• Execute the Modern Workplace strategy and drive digital transformation through the adoption of AI tools and cloud-based platforms.
• Manage and develop global L2 Support Operations teams to ensure high performance and service excellence.
• Implement and optimize ITSM processes (incident, problem, and change management) using ServiceNow.
• Establish and monitor key performance indicators and SLAs, including resolution time, FCR, and CSAT.
• Enforce EUC governance policies and lead workplace security initiatives such as MFA and endpoint protection.
• Collaborate with Site IT Heads and present strategic updates and metrics to senior leadership.

Requirements

• 10+ years of experience in End User Computing (EUC) or workplace technology.
• 5+ years of leadership experience managing support or infrastructure teams.
• Proven experience managing global, distributed L2/L3 support teams.
• Deep expertise in endpoint management tools (Intune, Jamf) and the Microsoft 365 ecosystem.
• Strong knowledge of ITSM platforms (ServiceNow) and ITIL best practices.
• Solid understanding of IAM, networking, and cybersecurity principles.

Culture & Benefits

• Dedicated to diversity and inclusion, aiming for 30% women in management by 2030.
• Inclusive and accessible recruitment process with a focus on providing a safe work environment.
• Opportunity to join employee resource groups, including the Pride Network and global/local Women's groups.
• Support for a hybrid work environment and digital-first employee experience.