We are looking for a Workplace & IAM Manager to lead and transform the teams that are at the heart of end-user experience across Minor International. In this leadership role, you will manage and elevate four critical functions : Help Desk, Onsite Support, Identity & Access Management (IAM), and IT Procurement. Ensuring every employee across our global organization receives excellent IT support.
You will drive operational excellence through process improvement, smart automation, and the strategic use of AI tools. From improving the ITSM platform (Jira Service Management) to overseeing office technology infrastructure (IPBX/3CX, meeting rooms, office facilities), you will be the force behind a modern, efficient, and user-centric IT workplace experience.
If you love turning good operations into great ones, thrive in a fast-paced global environment, and believe AI is the key to smarter IT support : we want to hear from you!
Location : Avani Riverside Plaza, Charoen Nakhon, Bangkok. (onsite 100%)
Key Responsibilities
Team Leadership & People Management
- Lead and manage four operational teams: Help Desk, Onsite Support, IAM, and IT Procurement.
- Set clear objectives, conduct performance reviews, and foster a culture of accountability, collaboration, and continuous improvement.
- Coach and develop team members, identify skill gaps, and build training plans to raise the overall maturity of the teams.
- Act as the primary escalation point for critical end-user issues across all four functions.
End-User Services & Workplace Technology
- Ensure seamless IT support delivery to all Minor International end users across multiple regions.
- Oversee the management and continuous improvement of workplace technologies: IPBX (3CX), meeting room AV systems, office IT facilities, and collaboration tools.
- Define and enforce service standards, ensuring high user satisfaction and fast resolution times.
- Partner with Facilities and Real Estate teams to ensure IT infrastructure in offices meets modern standards.
Identity & Access Management (IAM)
- Oversee IAM operations including user lifecycle management, access provisioning, role-based access control (RBAC), and access reviews.
- Ensure IAM policies and practices align with security standards and compliance requirements.
- Collaborate with the Security team to strengthen identity governance and reduce risk exposure.
IT Procurement & Contract Management
- Manage end-to-end IT procurement for hardware, software licenses, and related services.
- Negotiate and manage vendor contracts, ensuring cost efficiency and alignment with organizational needs.
- Maintain an accurate asset inventory and ensure license compliance across the organization.
ITSM & Process Excellence
- Own and optimize the ITSM platform (Jira Service Management): ticket workflows, SLAs, escalation rules, dashboards, and reporting.
- Regularly review ticket quality, resolution metrics, and SLA compliance; drive corrective actions where needed.
- Redesign and improve operational processes to increase efficiency, reduce manual effort, and enhance the end-user experience.
- Promote ITIL best practices across the teams and ensure consistent adoption of incident, request, problem, and change management processes.
AI & Automation
- Champion the adoption of AI tools across the teams, both for back-end automation (intelligent ticket routing, auto-categorization, predictive analytics) and front-end user experience (AI-powered self-service, chatbots, virtual agents).
- Identify and implement automation opportunities to reduce repetitive tasks and operational toil.
- Leverage AI assistants (Microsoft Copilot, Jira Rovo) as daily productivity tools and promote their adoption within the teams.
- Build and deploy AI-powered workflows using tools like Microsoft Copilot Studio, Power Automate with AI Builder, or Atlassian Intelligence to streamline support operations.
Strategic Contribution & Continuous Improvement
- Contribute to and follow the global IT Operations roadmap, ensuring alignment between team activities and strategic objectives.
- Proactively identify opportunities to bring maturity and innovation to the workplace and IAM functions.
- Produce regular reports and dashboards for management on team performance, SLA adherence, and improvement initiatives.
- Collaborate with cross-functional teams (Security, Infrastructure, Cloud Operations, Business Units) to deliver integrated IT services.
What We're Looking For
Must-Have
- 7+ years of experience in IT operations, workplace services, or end-user support, with at least 3 years in a management role leading multiple teams.
- Proven experience managing Help Desk, Onsite Support, IAM, and/or IT Procurement functions.
- Strong hands-on knowledge of ITSM platforms, preferably Jira Service Management.
- Solid understanding of Identity & Access Management principles (user lifecycle, RBAC, access reviews, SSO, MFA).
- Experience managing vendor relationships, contracts, and IT procurement processes.
- Demonstrated ability to improve processes, implement automation, and raise operational maturity in a fast-paced environment.
- Familiarity with ITIL framework and service management best practices.
- Comfortable using AI assistants as daily productivity tools and able to identify practical AI automation opportunities.
- Strong leadership skills: ability to manage, motivate, and develop diverse teams across multiple functions.
- Excellent communication and stakeholder management skills.
- Ability to work autonomously, take initiative, and drive improvements without constant supervision.
- English Language: Proficient in both verbal and written communication in English.
