Job Information
CAE USA INC Team Lead - IT in Sepang, Malaysia
Role and Responsibilities
Job purpose:
IT Group Leader is responsible for leading and managing a team of IT support professionals across multiple training centres in the Asia region. Oversee the day-to-day operations and ensure best in-class support to internal and external customers.
Duties and Responsibilities:
Team Leadership:
Lead and motivate the IT team to deliver excellent support. Ensuring timely and accurate resolution of IT requests.
Provide guidance and mentoring to team members.
Fostering a collaborative culture and positive work environment.
Perform regularly catch ups with team members, providing feedback, performance review and set goals.
Collaborates with Global IT teams to ensure alignment of services offered by Service Desk
Technical & Operational:
Take a hands-on approach to troubleshooting and resolving complex technical issues.
Lead by example in delivering exceptional customer support to both internal and external stakeholders.
Coordinate with local and global teams to ensure timely resolution of issues.
Proactively engage with stakeholders to ensure service delivery is meeting expectations and to understand business requirements.
Ensures the team is trained and aware of policies and practices (including Code of Conduct).
Follows standard operating procedures, customer service guidelines and documentation for new services and activities.
Maintain accurate documentation of IT systems, processes, and issue resolutions.
Create and update support procedures to facilitate knowledge sharing.
Liaise with vendors to ensure timely delivery of IT services and equipment.
Identify areas for process improvement within the IT support workflow.
Implement best practices to enhance efficiency and customer satisfaction.
Qualifications and Skills:
5-8 years of experience in a support role within an IT environment
3-5 years of experience in team management and in staff training & development.
Demonstrated ability in supervising, directing, and evaluating the work of others.
Strong problem-solving skills, common sense approach to problem solving.
Experience supporting Windows environment and iOS devices.
Experience supporting, Microsoft Office Applications, Microsoft Office 365, Microsoft Intune, AzureAD.
Knowledge of IT Infrastructure including Server, Storage and Network.
Knowledge of IT Service Management.
Excellent written and verbal communication skills.
Ability to work within a team and autonomously.
Ability to interface with customers at all levels.
Innovation, creativity, managing/working with others, project/process management, accountability.
Working conditions:
Based in Sepang, travel to Bangsar office will be required.
Overseas travel will be required.
Direct reports:
- Four direct reports
Position Type
Regular
CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.
Equal Employment Opportunity
At CAE, everyone is welcome to contribute to our success. With no exception.
As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.
At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.
At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitalize the physical world, deploying simulation training and critical operations support solutions. Above all else, we empower pilots, airlines, defence and security forces, and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we’re everywhere customers need us to be with more than 13,000 employees in more than 200 sites and training locations in over 40 countries. CAE represents 75 years of industry firsts—the highest-fidelity flight and mission simulators, surgical manikins, and personalized training programs powered by artificial intelligence. We’re investing our time and resources into building the next generation of cutting-edge, digitally immersive training and critical operations solutions while keeping positive environmental, social and governance (ESG) impact at the core of our mission. Today and tomorrow, we’ll make sure our customers are ready for the moments that matter.