At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we're now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on.

About the Role

Lead and manage the Help Desk function to deliver efficient, high-quality, and customer-centric IT support services to internal users and agency force.
Ensure timely resolution of incidents, service requests, and enquiries in line with defined service levels, IT governance standards, and operational KPIs, while driving continuous service improvement and enhancing end-user experience.

This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey-both directly and indirectly.

Roles and Responsibilities:

Service Delivery & Operations (20% )

• Manage daily Help Desk operations, including incident, service request, and enquiry handling.
• Ensure all support tickets are resolved within agreed SLA targets.
• Monitor ticket queues, prioritization, and workload allocation.
• Act as escalation point for high-impact or unresolved issues.

Service Performance & Continuous Improvement (20%)

• Track and report key service metrics, including SLA performance and ticket trends.
• Identify root causes of recurring issues and drive improvement initiatives.
• Ensure compliance with ITSM / ITIL processes (Incident, Request, Problem Management).
• Implement service enhancements to improve efficiency and user satisfaction.

Team Leadership & Resource Management (20%)

• Lead, coach, and manage Help Desk team members and vendor resources.
• Conduct performance management and capability development.
• Foster a strong customer service and accountability culture.

Vendor & Stakeholder Management (10%)

• Manage outsourced Help Desk vendors and ensure SLA compliance.
• Conduct regular service reviews and enforce performance improvements.
• Collaborate with internal IT teams and business stakeholders to ensure service alignment.

Incident & Escalation Management (10%)

• Manage major incidents impacting end-user services.
• Coordinate with cross-functional teams for timely issue resolution.
• Ensure effective communication to stakeholders during incidents.

Knowledge & Process Management (10%)

• Maintain knowledge base, SOPs, and operational documentation.
• Promote self-service and knowledge reuse.
• Standardize processes to improve efficiency and consistency.

Governance, Risk & Compliance (10%)

• Ensure adherence to AIA IT policies, security, and audit requirements.
• Support audit and compliance reviews when required.

Minimum Job Requirements:

Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field.
• 8+ years of experience in IT service delivery, with at least 3 years in a managerial or team lead role.
• Strong knowledge of end-user computing, ITIL processes, and enterprise network services.
• Proven experience in managing enterprise Help Desk / Service Desk operations
• Experience in outsourced / multi-vendor service environments
• Solid understanding of cost management and IT budgeting principles.
• ITIL certification or equivalent is preferred.
• Microsoft certification or equivalent is preferred.
• Cisco, Fortinet preferred.
• Experience working in a hybrid or multi-vendor support model is a plus.

Desired Skills:

• Proven experience in vendor management and contract negotiation.
• Excellent leadership, communication, and interpersonal skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.

Technical Skills

• IT Service Management (ITIL framework and service operations)
• End User Computing (EUC) and Microsoft 365 environment
• Service Desk tools and reporting (e.g., ServiceNow or equivalent)
• Knowledge of MacOS support
• Microsoft Autopilot, Intune administration and management
• Knowledge of Network troubleshooting
• Vendor and SLA performance management
• Good understanding of generative AI concepts, large language models, AI-assisted work practices, and common enterprise AI use cases in IT support and service management.
• Practical awareness of Microsoft 365 Copilot, Copilot Studio, GitHub CoPilot, automation tools, and AI-enabled knowledge or search capabilities used in enterprise environments.
• Ability to identify suitable AI use cases such as ticket triage, knowledge recommendation, agent assist, self-service enhancement, trend analysis, and proactive issue prevention.

Managerial Skills

• Leadership and people management
• Customer-centric mindset and service orientation
• Analytical thinking and problem-solving capability
• Effective communication and stakeholder management
• Understanding of enterprise expectations around data privacy, information protection, access control, auditability, and responsible AI use
• Ability to assess AI use cases with appropriate consideration for data sensitivity, security controls, quality assurance, and human oversight.
• Awareness that AI outputs require validation and that operational use should follow approved governance, risk, and compliance standards.

Others:

• You are required to obtain the relevant license(s) if your job involves regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.