Jobs / Indonesia / WPP 2005 Limited
End User Service Lead – Indonesia
WPP 2005 Limited · 🌍 Jakarta, Indonesia
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Sponsor Radar — WPP 2005 Limited
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About the role
WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. For more information, visit WPP.com. Why we're hiring: We are seeking a highly skilled End User Service Lead to manage frontline IT support and ensure seamless technology experiences for end users across the Jakarta location. This role is responsible for overseeing the day-to-day service operations, ensuring high-performance incident resolution, and driving continuous improvement initiatives. The successful candidate will lead a team of End User Service Engineers, implementing best practices in IT service management (ITSM), automation, and compliance while fostering a customer-centric support culture. What you'll be doing: Team Leadership & Line Management • Lead and manage the End User Service team, providing mentorship, development opportunities, and performance oversight for EUS Engineers and Senior EUS Engineers. • Set clear goals, expectations, and KPIs, ensuring alignment with IT service objectives. • Conduct regular performance reviews, coaching engineers on technical skills, troubleshooting efficiency, and customer service effectiveness. • Optimize workforce allocation, balancing ticket queue workload and proactive IT support initiatives. Incident & Service Request Management • Oversee day-to-day IT support operations, ensuring timely resolution of incidents, service requests, and escalations. • Manage ticket workflows in ITSM platforms (e.g., ServiceNow), ensuring categorization, prioritization, and SLA adherence. • Implement root cause analysis frameworks, reducing repeat incidents and improving long-term service stability. • Drive customer-centric IT support, ensuring high user satisfaction and seamless technology interactions. Technical Expertise & End-User Support • Provide expert guidance on endpoint management, including Windows, macOS, Active Directory, Intune, and Jamf. • Lead troubleshooting efforts for hardware, software, Audio-Visual and network-related issues, ensuring minimal business disruption. • Collaborate on IT infrastructure upgrades, assisting with device rollouts, application deployment, and cloud migration strategies. • Ensure compliance with global security policies, overseeing patch management, endpoint encryption, and IAM best practices. Performance Optimization & Automation • Utilize ITIL methodologies to improve service delivery, reduce incidents, and enhance self-service IT solutions. • Monitor key performance indicators (KPIs), tracking support metrics such as response times, resolution rates, and customer feedback. • Implement automation tools to optimize ticket resolution workflows. Collaboration & Business Engagement • Engage with business stakeholders, providing technology guidance and proactively addressing IT challenges. • Communicate upcoming IT changes, ensuring smooth transitions for software updates, hardware refreshes, and new service rollouts. • Work closely with cybersecurity teams, ensuring strict compliance with security audits, endpoint protection policies, and IAM