IT Service Manager (Help Desk) - APAC

We are looking for a passionate and experienced Help Desk Manager to join our global IT Service team! If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, wed love to hear from you.

In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach.

Your Impact & Responsibilities

• Manage 1012 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions during the day, including remote management in Singapore.
• Manage 34 Tier 1 Help Desk agents that support AMR region.
• Be onsite at least 4 days a week.
• Own the Help Desk KPIs (e.g., resolution time, response time, reopen rates).
• Participate in planning and implementing automation and AI solutions for Tier 1.
• Ensure high-quality support via phone, portal, chat, and walk-in.
• Monitor ticketing queues and drive performance against SLA.
• Work closely with HR, IT Ops, and Security on user lifecycle processes.
• Oversee knowledge base creation, documentation, and training.
• Support both Windows and Mac OS environments.
• Drive onboarding and offboarding operational excellence.
• Conduct regular 1:1s, feedback sessions, and cross-training within the team.
• Provide hands-on support when needed, especially in peak or crisis situations.

Your Knowledge & Skills

• 12+ years experience with 6+ years of experience managing Help Desk or Tier 1 IT support teams in a corporate company.
• Strong understanding of ITSM tools (Jira Service Desk or similar).
• Excellent knowledge of user support workflows and service desk operations.
• Hands-on experience with Microsoft 365, Active Directory, and SSO platforms.
• Familiarity with Mac OS and Kandji advantage.
• Knowledge or experience with AI-driven support tools or chatbots advantage.
• Excellent interpersonal, verbal, and written communication skills in English.
• Experience working in a global or multi-site environment advantage.
• Strong organizational and time management skills.
• Customer-first mindset with a proactive, can-do attitude.
• Bachelors degree in a relevant field or equivalent practical experience advantage.

Check Point Software Technologies is a global leader in cyber security solutions, dedicated to protecting corporate enterprises and governments worldwide. For over 30 years, our mission has been to secure the digital world for everyone, everywhere. From pioneering stateful firewalls to our AI-powered, cloud-delivered security solutions, we are committed to safeguarding organizations with an industry-leading 99.9% prevention rate.

Our Values

Check Point is committed to making the world a safer and more secure place, and this commitment applies to our work both on the internet and the physical world alike. We promote a safe, healthy, supportive and diverse work environment, with training and development opportunities for all employees. We achieved gender parity in our C-Suite, and we are committed to equal opportunities and equal rewards for all.

If you find the JD relevant, pls share me your resume to richas@checkpoint.com