IT Helpdesk Manager

Join Razer's global mission to revolutionize gaming as an IT Helpdesk Manager.

You will oversee and deliver end-user IT services, remaining actively involved in day-to-day technical operations.

Key Responsibilities:

• Provide hands-on technical support for desktops, laptops, mobile devices, printers, and peripherals
• Troubleshoot hardware and software issues, especially complex or high-impact cases
• Ensure timely resolution of IT support requests according to SLA targets
• Lead, mentor, and manage a team of EUC/Helpdesk engineers
• Own end-user support services and helpdesk operations end-to-end
• Define, maintain, and improve helpdesk processes, SOPs, and escalation workflows
• Oversee device deployment, endpoint management, and IT asset management
• Coordinate with procurement, vendors, and cross-functional teams
• Ensure governance, security, and compliance with company policies
• Monitor and analyze service metrics, preparing regular reports for IT leadership

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)
• 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

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