[Remote] End User Services (EUS) Team Lead - APAC at Expedia

Cyberjaya, Selangor, Malaysia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Information Services, Financial ServicesIndustries

Requirements

Candidates should have 5 or more years of related technical and/or managerial experience in end user services for Help Desk and Field Services, with any equivalent combination of education, experience, and training. Strong professional and interpersonal skills including exceptional customer service, creative problem solving, effective written and verbal communications, acute attention to detail and quality, and the ability to self-manage are required. Advanced service reporting skills in Microsoft Excel and various other reporting tools, infrastructure subject matter expertise in ITIL, ITSM, Problem, Change, and Service Level Management, experience in a wide variety of IT fields, excellent documentation skills, and the ability to work in culturally diverse teams are also necessary.

Responsibilities

The End User Services (EUS) Team Lead will manage the overall delivery of end user services in the Asia Pacific region, focusing on Help Desk and Field Services operations. This includes leading the operational team to coordinate goals, KPIs, and SLAs, monitoring daily support operations for timely incident resolution, and managing escalations to enforce SLAs and drive continuous improvement. The role involves serving as a key advocate for end users, handling complex issues, promoting self-service tools, and maintaining high satisfaction levels. Responsibilities also include analyzing support workflows for inefficiencies, evaluating new technologies to enhance service delivery, overseeing the lifecycle management of end user hardware and software, coordinating with relevant teams for seamless operations, and generating reports on team performance, ticket trends, and user feedback. Maintaining accurate documentation of support processes, procedures, configurations, and compliance-related policies is also a key duty.

Skills

Help Desk Management

Field Services Management

Incident Management

Service Level Agreements (SLAs)

Escalation Management

Continuous Improvement

End User Support

IT Service Delivery

Workflow Analysis

Emerging Technologies

Expedia

Travel booking platform for flights, hotels, rentals

About Expedia

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users with options for flights, hotels, car rentals, vacation packages, and activities through its various brands, including Expedia, Hotels.com, and Vrbo. Travelers can easily find and book trips that match their preferences and budgets. The company earns revenue primarily through commissions on bookings and advertising from travel service providers looking to promote their offerings. Additionally, Expedia Group supports its partners by providing access to valuable data and technology, helping them improve their operations and grow their businesses. The goal of Expedia Group is to create a seamless travel experience for users while maximizing the potential of its partners.

Bellevue, WashingtonHeadquarters

1996Year Founded

$3,277.3MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Paid Time Off

Travel Discounts

Healthcare Flexible Spending Accounts

Employee Assistance Program

Wellness & Travel Reimbursement

Workplace Accomodations

Medical, Dental, & Vision Insurance

Matching Gifts

New Parental Benefits

Risks

Riyadh Air's entry could increase competition, affecting Expedia's market share.

CFO transition may lead to strategic shifts impacting financial management and investor confidence.

Expedia's partnerships may strain resources, affecting service quality if not managed well.

Differentiation

Expedia offers a comprehensive suite of travel services under one platform.

The company leverages a diverse portfolio of brands like Hotels.com and Vrbo.

Expedia provides partners with valuable data and technology to optimize their offerings.

Upsides

Expedia can capitalize on the rise of 'workcations' with longer stay packages.

The trend of 'bleisure' travel offers opportunities for specialized leisure-business packages.

Increased demand for personalized travel experiences can enhance user engagement for Expedia.

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