IT Desktop/Field Support Lead – Bangkok, Thailand.

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Position Overview

We are looking for an experienced IT Desktop Support Team Lead to manage and oversee a team of Field Support IT Engineers across Thailand.

The Team Lead will be responsible for the day-to-day management of field support operations, engineer allocation, ticket and SLA management, technical escalations, service quality, client communication, reporting, and team performance.

The role requires a hands-on IT professional who can provide technical guidance to engineers while ensuring consistent and high-quality IT support across multiple customer locations.

Key Responsibilities

1. Team Leadership & Management

• Lead, supervise, and coordinate a team of Field Support / Desktop Support Engineers across Thailand.
• Assign daily tasks, onsite visits, service requests, and dispatch activities to engineers based on location, priority, skills, and availability.
• Manage engineer workload, coverage, attendance, leave planning, and resource allocation.
• Monitor individual and team performance against agreed KPIs, KRAs, SLAs, and service targets.
• Conduct regular 1:1s, coaching, knowledge-sharing sessions, and performance feedback.
• Identify skill gaps and arrange appropriate technical training and mentoring.
• Ensure engineers follow defined SOPs, ITSM processes, security policies, and client procedures.
• Act as the first escalation point for engineers facing technical, operational, or customer-related issues.

2. Field Support Operations

• Oversee onsite L1/L2 desktop and field support activities across assigned Thailand locations.
• Ensure engineers respond to onsite incidents and service requests within agreed response and resolution timelines.
• Coordinate dispatches for hardware break/fix, IMACD, device replacement, installation, configuration, and other hands-on-feet activities.
• Support desktops, laptops, monitors, printers, scanners, mobile devices, peripherals, and other end-user IT equipment.
• Coordinate new-user setups, equipment swaps, relocations, device collection, and IT asset deployment.
• Provide hands-on technical support for complex or high-priority incidents when required.
• Coordinate with network, infrastructure, security, application, vendor, and global IT teams for issues requiring additional technical support.

3. Incident & Ticket Management

• Monitor the team’s ITSM/ticket queue and ensure tickets are correctly assigned and actively managed.
• Ensure incidents and service requests are properly categorised, prioritised, updated, and closed.
• Monitor ticket aging, backlog, SLA breaches, and pending actions.
• Review high-priority and business-critical incidents and ensure timely escalation.
• Drive tickets through to resolution and ensure appropriate closure notes and supporting documentation are maintained.
• Identify recurring incidents and contribute to problem management and root-cause analysis.
• Ensure engineers maintain accurate and timely ticket updates.

4. SLA / KPI Management

• Own and monitor SLA compliance for the Thailand field support team.
• Track key service metrics such as:
  • SLA compliance
  • Response and resolution time
  • Ticket backlog
  • Ticket aging
  • First-time fix rate
  • Repeat incidents
  • Engineer productivity
  • Dispatch response time
  • Customer satisfaction
• Identify SLA risks and take corrective action before breaches occur.
• Review team performance and develop improvement plans where required.
• Drive continuous improvement in field support processes and service quality.

5. Reporting & Client Management

• Prepare and submit daily, weekly, and monthly service reports covering Thailand field support operations.
• Provide management with reports on:
  • Ticket volumes
  • SLA performance
  • Open/closed incidents
  • Backlog and aging
  • Engineer productivity
  • Dispatch performance
  • Site-level support activity
  • Major incidents and escalations
  • Asset and inventory status
• Prepare service performance dashboards and management summaries.
• Participate in weekly/monthly service review meetings with the client and internal management.
• Present service performance, challenges, trends, and improvement actions.
• Maintain meeting minutes, action trackers, and ensure agreed actions are followed through to closure.
• Act as the primary operational contact for client stakeholders for Thailand field support.

6. IT Asset & Inventory Management

• Oversee IT asset management across supported Thailand locations.
• Ensure accurate tracking of laptops, desktops, monitors, printers, peripherals, and spare equipment.
• Coordinate equipment movement, replacement, collection, and disposal.
• Ensure engineers maintain accurate asset records in the ITSM/asset management system.
• Conduct and coordinate periodic inventory checks and reconciliation.
• Monitor spare stock levels and coordinate replenishment when required.

7. Vendor & Third-Party Coordination

• Coordinate with hardware vendors, OEMs, local service providers, and third-party field engineers.
• Arrange and monitor vendor dispatches where required.
• Track vendor SLA performance and service quality.
• Validate completed work and ensure appropriate service documentation is received.
• Escalate vendor-related issues and delays to relevant stakeholders.

8. Technical Responsibilities

The Team Lead should have strong hands-on knowledge of:

• Windows 10/11 desktop and laptop troubleshooting
• Microsoft 365 applications
• Outlook, Teams, OneDrive, and Office applications
• Active Directory / Entra ID
• Endpoint management tools such as SCCM/MECM, Intune, or equivalent
• Hardware diagnostics and replacement
• Printer and peripheral troubleshooting
• Basic LAN/WAN, TCP/IP, DNS, DHCP, Wi-Fi troubleshooting
• VPN and remote-access technologies
• Mobile devices and endpoint support
• Software installation and configuration
• Patching and endpoint security
• Basic network troubleshooting
• IT asset management
• ITSM/ticketing platforms such as ServiceNow, Jira, or similar

9. Documentation & Process Improvement

• Maintain and improve SOPs, work instructions, knowledge articles, and troubleshooting guides.
• Ensure technical documentation is accurate and accessible to the field support team.
• Identify recurring issues and recommend process or technology improvements.
• Conduct knowledge-sharing sessions with field engineers.
• Support implementation of new tools, processes, and service improvements.
• Ensure operational processes remain aligned with client requirements and ITIL-based service management practices.

Required Skills & Experience

• Bachelor’s degree/Diploma in Information Technology, Computer Science, Engineering, or a related field.
• 5–8+ years of experience in IT Desktop Support, Field Support, End User Computing, or IT Infrastructure Support.
• Minimum 2 years of experience leading or supervising IT support engineers.
• Experience managing distributed field support teams across multiple sites is highly preferred.
• Strong experience in incident, request, escalation, and SLA management.
• Experience with ServiceNow or another ITSM/ticketing platform.
• Strong reporting and analytical skills.
• Experience preparing weekly/monthly service reports and KPI dashboards.
• Strong customer and stakeholder management skills.
• Good understanding of ITIL/service management principles.
• Strong troubleshooting and problem-solving capabilities.
• Ability to work in a fast-paced enterprise/client environment.
• Good English communication skills, both written and verbal.
• Thai language proficiency would be an advantage, particularly for local user and field-engineer communication.

What next? 

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.th@axiomtechnologies.com