Sr. Manager, Service Desk

Key Responsibilities

· Provide direct, hands-on IT support including installing, configuring, and troubleshooting laptops/desktops, phones, printers, Wi-Fi, and conference room systems (Zoom/Teams Rooms).

· Handle user lifecycle management: onboarding and offboarding employees, creating and maintaining accounts, setting up devices, and ensuring timely access to applications and systems.

· Prepare and maintain IT documentation, knowledge base articles, and runbooks to ensure consistent support processes and enable self-service where possible.

· Develop and maintain scripts/automation (e.g., PowerShell, Power Automate/PowerFlow, Intune policies) to streamline account provisioning, device management, and routine IT tasks.

· Monitor IT systems proactively, apply patches and updates, and implement

· Lead a small regional Service Desk team across APAC, take full accountability for performance, foster skills and competencies through delegation, training, mentoring, and continuous feedback, while ensuring consistent and high-quality IT support.

· Lead the response to major IT incidents by confirming issues, alerting management, coordinating cross-functional teams, managing communications to staff during the incident, and driving clear post-incident communication across the organization.

· Optimize IT services by coordinating and planning activities to ensure delivery within agreed timelines and SLAs.

· Build strong relationships with business stakeholders, end-users, suppliers, and joint ventures to maximize customer satisfaction and strengthen service delivery.

· Oversee hardware procurement and vendor management: negotiate contracts, manage suppliers, and ensure service delivery meets SLA commitments while optimizing costs and quality.

· Implement software and maintain cybersecurity readiness for laptops, endpoints, and office environments.

· Plan and deliver IT projects including upgrades, migrations, integrations, and tool deployments across APAC sites.

· Manage end-user technology standards: Windows/macOS, MS O365, PingID, MDM, Zoom/Teams conferencing, Zero Trust VPN, and hardware lifecycle.

· Provide regional leadership, ensuring global IT standards are applied while addressing local operational needs.

Requirements

· 5+ years of experience in IT support, with at least 3+ years leading a regional service desk or support function across multiple countries.

· Solid knowledge of Office 365 administration (Exchange, Teams, Autopilot, Azure AD).

· Strong technical expertise across networks (LAN/WAN), cloud platforms (AWS, Azure), Windows and macOS environments, MDM solutions, and cybersecurity.

· Proven hardware and software troubleshooting skills, with hands-on experience.

· Demonstrated project management ability, with experience handling multiple initiatives simultaneously.

· Excellent communication and stakeholder management skills, with the ability to engage effectively with both business leaders and technical teams.

· Practical experience with ITSM tools such as ServiceNow or Jira Service Management.

· Experience managing hardware procurement, vendor negotiations, and SLA performance.

· Strong record of collaborating with business functions to ensure IT services align with strategic priorities.

· Proven leadership ability, with a track record of developing and motivating geographically distributed teams.

Company Statement/Values:  

At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.  

We're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values: we Dare to Transform the future, Connect and Delight our customers, Communicate Courageously with each other and collaborate to Win It Together. You'll find our values woven through our processes, present in our decisions, and celebrated throughout our culture. 

We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity. 

NETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.