End User Service Lead – Indonesia

WPP
Jakarta
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Problem-solving","Analytical thinking","Stakeholder management","Coaching"]

Lead frontline end-user IT support for users in Jakarta, overseeing incident resolution, service requests, escalations, and continuous improvement. Manage and coach the End User Service team, set KPIs and SLAs, and run ITSM ticket workflows in tools like ServiceNow. Drive root-cause analysis, enhance self-service, and ensure compliance for endpoint security, patching, encryption, and IAM. Troubleshoot endpoints (Windows/macOS), AD, Intune/Jamf, and support hardware/network and AV issues.

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FursaFursa
WPP
WPP
2 days ago

End User Service Lead – Indonesia

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead frontline end-user IT support for users in Jakarta, overseeing incident resolution, service requests, escalations, and continuous improvement. Manage and coach the End User Service team, set KPIs and SLAs, and run ITSM ticket workflows in tools like ServiceNow. Drive root-cause analysis, enhance self-service, and ensure compliance for endpoint security, patching, encryption, and IAM. Troubleshoot endpoints (Windows/macOS), AD, Intune/Jamf, and support hardware/network and AV issues.
Location: Jakarta
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and manage the end-user service team, including mentorship, performance oversight, and KPI alignment.
  • •Oversee day-to-day IT support operations for incidents, service requests, and escalations with SLA adherence.
  • •Manage ITSM ticket workflows (e.g., ServiceNow) and use root cause analysis to reduce repeat incidents and improve stability.
  • •Provide expert support for endpoint management and troubleshooting across Windows/macOS, Active Directory, Intune, and Jamf.
  • •Collaborate with business stakeholders and cybersecurity teams to communicate IT changes and ensure compliance with security audits and endpoint protection policies.
Travel: Low travel

Key Requirements

  • •Proven experience in IT service management with a focus on end-user support and technical troubleshooting.
  • •Strong endpoint administration experience including Windows, macOS, Active Directory, and MDM platforms (Intune, Jamf).
  • •Hands-on proficiency with ITIL and ITSM frameworks and ticketing platforms such as ServiceNow or Jira.
  • •Proven leadership experience managing support teams, setting KPIs, and driving performance improvements.
  • •Strong stakeholder management and analytical/problem-solving skills to identify inefficiencies and recommend improvements.
Experience:IT service managementEnd-user supportITSM
Skills:LeadershipProblem-solvingAnalytical thinkingStakeholder managementCoaching
Languages:English
Tech Stack:ServiceNowJiraITILITSMWindowsMacOSActive DirectoryIntuneJamfMDMEndpoint encryptionIAMPatch managementRoot cause analysis

Company Brief

WPP
Global marketing and communications services group offering advertising, media investment management, branding, public relations, and digital services to multinational clients across industries.
Industry: Advertising Media Groups
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1971
WebsiteLinkedIn