Head of Field Engagement Team

JOB SUMMARYThis role, reporting under the Customer Experience Centre, is responsible for leading the Field Engagement Team in delivering efficient and customer-focused technical support services. This role oversees the full lifecycle management of endpoint devices, ensuring secure deployment, maintenance, and disposal in compliance with organizational policies and security standards.JOB RESPONSIBILITIESPlan and ensure smooth daily End Point Technical Support operations effective support, while managing risks and maintaining clear communication between technical teams, IT Service Desk and business users.Oversee system and application improvements, provide expert infrastructure advice, analyze upgrade needs, and ensure security compliance.Plan and handle End User Computing (EUC) procurement, budgeting, and asset inventory, enforce SLAs, and regularly review end point vendor performance.Lead ITIL processes and team management, including training, task assignment, resource allocation, and audit monitoring.Execute organizational management decisions and projects as assigned by leadership.JOB SCOPEManagement and LeadershipLead and manage the Field Engagement team by hiring, mentoring, and planning resources. Foster a customer-focused culture centered on continuous improvement and proactive support. Assign and oversee team members’ work to ensure meeting SLA and service standards.Collaboration & GovernanceAct as the main EUC technology expert, collaborating with IT teams and business stakeholders. Partner with security to enforce EUC security while preserving user experience. Develop and maintain standards and documentation. Support smooth deployment and adoption of new EUC services.Strategy & ArchitectureDevelop and maintain the EUC technology roadmap incorporating best practices and emerging solutions. Propose new EUC solutions to enhance customer satisfaction, reduce costs, and improve efficiency. Develop and maintain the End User Computing technology roadmap, incorporating industry best practices and emerging solutions (e.g., Virtual Desktop Infrastructure (VDI),).Contract, Procurement and Budget ProcessManage and plan the annual budget for hardware/software procurement and maintenance, ensuring effective use of funds. Prepare accurate and complete agreements and SLAs for procurement and vendor service contracts.Operations & Service DeliveryManage service level agreements (SLAs) to ensure service targets are met, and regularly review service provider performance. Oversee end-user computing (EUC) hardware and software asset management, with a focus on compliance and lifecycle management. Collaborate with the Security team on patching and vulnerability management. Monitor team performance and project implementation for the Field Engagement and Endpoint Management units, ensuring adherence to schedules.Managing the EUC Asset Management Lifecycle Plan and procure devices, maintain, track and dispose EUC assets accurately. Deploy and configure devices securely. Monitor usage, provide support, and enforce security. Maintain and optimize devices through updates and replacements. Securely retire and dispose of assets. Track and report lifecycle metrics to support audits and planning.REQUIRED COMPETENCIESTechnical SkillsExpertise in endpoint computing hardware and softwareStrong knowledge of Windows and macOS operating systemsProficient in endpoint security and patch managementSkilled in device lifecycle management and incident troubleshootingFamiliar with IT support tools and ITSM ticketing systemsProfessional SkillsEffective leader with strong talent development capabilitiesExcellent communication and problem-solving skillsExperienced in project management.Well-versed in ITIL and ITSM frameworksAnalytical & Process SkillsStrong problem-solving and root cause analysis abilitiesProficient in reporting and performance metricsExperience in process and service improvement initiatives.Skilled in data analysis and data-driven decision-makingJOB QUALIFICATIONSMalaysian citizen.Pass Malay Language including oral test at Sijil Pelajaran Malaysia (SPM) level.Possess a Bachelor’s Degree (Honors) in Computer Science, Engineering, Information Technology, Information System or an equivalent field recognized by the Government, from an accredited higher learning institution.Minimum of ten (10) years of experience in endpoint management and IT technical support.At least three (3) years in a supervisory or leadership role managing technical support teams.Hands-on experience with endpoint management tools (Intune, SCCM) and strong knowledge of Windows, macOS, and mobile OS. Skilled in endpoint security, patching, troubleshooting, and incident resolution.Experienced with ITSM tools (ServiceNow, Ivanti, Jira etc.).Familiar with networking, Active Directory, Azure AD, virtualization, automation (PowerShell, Python), and IT security principles.Strong leadership, analytical, and documentation skills, with proficiency in data analysis (Excel, Power BI).JOB STATUSPermanentAll applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.