About Hytech

Hytech is a leading fintech company, pioneering innovative financial technology solutions that empower clients to manage their finances with unmatched efficiency, security, and convenience. As a trailblazer in the fintech industry, we are committed to driving digital transformation and redefining the future of finance through our cutting-edge platforms and applications.

With a global team of over 2000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morrocco, Cyprus etc.

Role Overview

We are seeking an experienced and service-oriented Senior Manager / Director, IT Support to lead and elevate our global IT support function across multiple offices and business entities. This role will own end-user IT support, helpdesk operations, IT administration, asset lifecycle management, workplace technology support, and service delivery standards.

Main Responsibilities

Build, lead, and develop a high-performing IT support organization covering IT support, service desk, deskside support, and IT administration.
Define, implement, and continuously improve service standards, SLAs, KPIs, and reporting frameworks for IT support operations.
Coach and develop team members on technical troubleshooting, communication, prioritization, customer service mindset, and execution discipline.
Assess organizational structure, staffing requirements, capability gaps, and define the future operating model for IT support services.
Manage external vendors and service providers supporting end-user devices, IT services, workplace technology, and office IT solutions; monitor vendor performance, service quality, cost efficiency, and contract compliance.
Establish and maintain SOPs, operating procedures, support models, and governance mechanisms to ensure scalable and standardized IT support operations.
Ensure effective controls over access management, device management, account administration, and operational risk within IT support functions.
Partner with Information Security, Infrastructure, and Internal Audit teams to strengthen compliance, endpoint security, governance, and operational resilience.
Lead incident management efforts related to end-user IT services, including major incident coordination, root cause analysis, corrective actions, and audit remediation.
Collaborate with enterprise systems, identity & access management, and infrastructure teams to enhance service integration, automation, and operational efficiency.

Requirements

8–12+ years of experience in IT support, helpdesk, workplace technology, or end-user services, with at least 3–5 years in a people leadership role.
Proven experience leading regional or global IT support operations in a fast-paced, scaling organization.
Strong experience managing service desk/helpdesk operations, deskside support, and IT administration processes.
Experience in fintech, financial services, internet, technology, or other high-growth environments is preferred.
Experience managing multi-office or multi-country support operations is highly desirable.
Solid understanding of onboarding/offboarding controls, device lifecycle management, and workplace support operations.
Comfortable working across Windows/Mac environments, productivity and collaboration platforms, and common enterprise tools.
Good awareness of information security, access controls, and audit/compliance expectations in end-user IT operations.
Strong communication and stakeholder management skills,
Able to use Chinese and English as daily working language to work with Chinese-speaking stakeholders
Able to balance hands-on execution with team leadership and long-term function building.

Engineer

Senior Manager / Director - IT Support

Structural Engineer

Structural Steel Foreman