Hybrid Senior IT Manager – APAC

at Collinson

• Job title: Senior IT Manager – APAC
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, Jamf
• Location requirements: Hybrid, Singapore

About the role

• Sr. IT Manager leading Customer Technology Services Engineers at Collinson in APAC. Responsible for managing team performance and ensuring customer satisfaction through effective technology solutions.

Responsibilities

• 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.
• Allocate and balance work assignments based on team capacity, project priorities, and customer needs, ensuring timely completion of tasks and optimal resource utilization.
• Monitor daily CTS activities, track key metrics, and drive continuous improvement initiatives to enhance service quality and efficiency.
• Facilitate effective communication within the team and with other departments, ensuring shared understanding of goals, expectations, and best practices.
• Work closely with customers (internal and external) to understand their technology needs, fulfil service requests, resolve incidents, and ensure high levels of customer and CTS Engineer satisfaction.
• Provide guidance and support to CTS Engineers on complex technical issues; serve as an escalation point for critical / major incidents.
• Collaborate with other stakeholders on project planning, implementation, and post-project reviews when CTS Engineers are needed for project support.
• Maintain clear records on team performance, workload distribution, customer feedback, and areas for improvement; provide regular updates to management.
• 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.
• ITIL Foundation certification or familiarity with ITIL-based support practices (preferred).
• Experience with Fresh Service or similar ITSM platforms (preferred).
• Familiarity with asset lifecycle management processes and end user / customer security standards (preferred).
• Project coordination or task delegation in a multi-team environment (preferred).
• Certifications in Microsoft, Apple, or endpoint management technologies (preferred).

Benefits

• Equal opportunity employer
• Professional growth opportunities
• Training and upskilling support