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Sr. IT Manager, APAC

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Collinson

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Location:
Singapore; India , Singapore ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Sr. IT Manager in the Customer Technology Services team is responsible for working alongside, guiding, supporting, and developing a group of Customer Technology Services Engineers. This role blends hands-on technical oversight with people and workload management to ensure effective service delivery and optimal team performance. The Sr. IT Manager acts as a bridge between engineers, management, and stakeholders, fostering a culture of collaboration, accountability, and continuous improvement.

Job Responsibility:

  • Team Leadership & People Management: Supervise, mentor, and motivate a team of Customer Technology Services Engineers, supporting their professional growth, conducting regular performance reviews, and coordinating training or upskilling as needed
  • Workload Management: Allocate and balance work assignments based on team capacity, project priorities, and customer needs, ensuring timely completion of tasks and optimal resource utilization
  • Operational Oversight: Monitor daily CTS activities (including but not limited to Vulnerability management and Patch/Update management, conference room readiness), track key metrics, and drive continuous improvement initiatives to enhance service quality and efficiency
  • Collaboration & Communication: Facilitate effective communication within the team and with other departments, ensuring shared understanding of goals, expectations, and best practices
  • Customer Engagement: Work closely with customers (internal and external) to understand their technology needs, fulfil service requests, resolve incidents, resolve escalated incidents, and ensure high levels of customer and CTS Engineer satisfaction
  • Technical Guidance: Provide guidance and support to CTS Engineers on complex technical issues
  • serve as an escalation point for critical / major incidents
  • Project Participation: Collaborate with other stakeholders on project planning, implementation, and post-project reviews when CTS Engineers are needed for project support
  • Reporting: Maintain clear records on team performance, workload distribution, customer feedback, and areas for improvement
  • provide regular updates to management
  • Additional Responsibilities: Must be willing to support or temporarily cover other Team Leads and/or their teams in the event of Team Lead absences or gaps in coverage, be on-call in the event of a major incident. Coordinate team scheduling, shift rotations, and holiday/on-call coverage to support 24x7 operations

Requirements:

  • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
  • 5+ years of experience in IT support, with at least 2 years in a team lead role
  • Strong knowledge of end user / customer technologies, including Windows/Mac OS, Microsoft 365, collaboration tools (e.g., Teams, Zoom), and endpoint management platforms (e.g., Intune, SCCM, JAMF, PDQ, etc.)
  • Proven experience managing global teams or working in a follow-the-sun support model
  • Excellent interpersonal and communication skills, with the ability to lead across cultures and time zones
  • Strong organizational and problem-solving abilities with a focus on continuous improvement
  • Ability to handle competing priorities and adapt to changing demands
  • Technical acumen and troubleshooting
  • Workload planning and resource allocation
  • Customer focus and stakeholder management
  • Process orientation and attention to detail
  • Collaboration and teamwork
  • Adaptability and resilience

Nice to have:

  • ITIL Foundation certification or familiarity with ITIL-based support practices
  • Experience with Fresh Service or similar ITSM platforms
  • Familiarity with asset lifecycle management processes and end user / customer security standards
  • Project coordination or task delegation in a multi-team environment
  • Certifications in Microsoft, Apple, or endpoint management technologies

Additional Information:

Job Posted:
January 01, 2026

Work Type:
Hybrid work
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