• Create rules/policies of operations to be adhered to by team members to maintain good routine and orderliness.
• Delegate specific service support responsibilities to team members to create specialization and increase service delivery pace.
• Observe Operation team members to determine how effective they are and implement new techniques when old ones are ineffective.
• Take measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.
• Keep record of daily operations at the operation team for tracking of customer needs, services rendered and future reference.
• Review all client complaints, rectify issues, and liaise with appropriate departments to handle complex issues to provide more effective solutions.
• Create and manage both intra and inter teamwork processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery to determine areas of lapses.
• Organize training and/or decide for team members to receive training on the latest and best practices in handling help desk-related issues.
• Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
• Implement a central problem management route for information management users to handle queries and complaints.
• Analyze existing computer systems and make recommendations for upgrades and improvements.
• Develop and oversee the installation of systems, which include software, hardware, and applications.
• Perform tests and troubleshooting, as well as quality assurance.
• Assist in maintaining, deploying, and supporting other corporate applications.
• Develop user manuals, as well as policies, procedures security.
• Ensure all installations, maintenance, and upgrades are carried out on schedule.
• Deploy, monitor, maintain, upgrade, and support IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
• Coordinate with the Global IT Team and related partners to implement IT projects.
• Manage IT hardware, software, and equipment.
• Other tasks assigned by the superior

Education and Experience

• Bachelor’s degree in computer science, information technology or computer information systems.
• At least 5 years of experience working in IT Helpdesk/Operation Leader.
• At least 5 years of experience working in an IT Operation System.
• Strong technical knowledge of network and PC operating systems.
• Application support experience with Freight/Forwarder/Warehousing is advantageous.
• Experience implementing MS365/VMware/Backup solution.
• Ability to learn and control the Application System (Logistics/Warehouse).
• Experience with ISO Standard (ISO27001).

Required Skills/Abilities:

• Excellent communication, negotiation, presentation, management
• Strong management skills.
• Excellent written and oral communication skills.
• Solid Analytical, evaluative, and problem-solving abilities.
• Able to effectively prioritize and execute tasks.
• Good self-study skill.
• Upper-Intermediate English skills by speaking, writing, listening, and reading