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.
