Leads onsite end user IT services for an assigned Singapore cluster, overseeing device, software, VIP, incident, asset, and service request support. Manages ticket queues, prioritization, SLAs, escalations, and remote resolution while supporting the RDS team. Acts as the market’s primary client contact, coordinates vendors, monitors compliance and security incidents, prepares service reports, maintains knowledge articles, and drives automation, process improvements, and user-experience enhancements.