End User Services Supervisor, Taiwan - APAC EUS

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we're hiring:

We are seeking a highly skilled End User Service Supervisor to provide frontline IT support and ensure smooth technology experiences for end users across the XXXX location. This role is responsible for managing EUS Engineers, overseeing the day-to-day service operations, technical issues, resolving incidents efficiently, and contributing to service improvements. The successful candidate will be a proactive problem-solver, working closely with the Enterprise Technology team to implement best practices in service management and customer support.

What you'll be doing:

Team Supervision & Mentorship

• Provide day-to-day supervision for the End User Service team, ensuring high-quality service delivery.

• Mentor and develop IT Support Engineers, guide them in technical troubleshooting, customer interactions, and process improvement.

• Set clear objectives, track individual performance and support career growth initiatives within the team.

• Optimize workforce allocation, balancing ticket queue workload and proactive IT support initiatives.

• Encourage a knowledge-sharing culture, fostering technical skill development and best practices adoption.

Incident & Service Request Management

• Oversee day-to-day IT support operations, ensuring timely resolution of incidents, service requests, and escalations.

• Handle ticket workflows in ITSM platforms (e.g., ServiceNow), ensuring categorization, prioritization, and SLA adherence.

• Implement root cause analysis frameworks, reducing repeat incidents and improving long-term service stability.

• Maintain a customer-centric approach, ensuring high-quality interactions and resolution efficiency.

Technical Expertise & End-User Support

• Provide hands-on support for endpoint management, including Windows, macOS, Active Directory, Intune, Kandji and Jamf.

• Troubleshoot hardware, software, Audio-Visual and network-related issues, ensuring minimal business disruption.

• Assist with IT infrastructure upgrades, device rollouts, and application deployments.

• Ensure compliance with global security policies, overseeing patch management, endpoint encryption, and user access controls.

Operational & Process Improvement

• Contribute to IT service optimization by identifying areas for improvement in workflows and user support process.

• Monitor support performance metrics such as response times and resolution rates.

• Support automation initiatives for standard IT tasks to improve efficiency.

Collaboration & Business Engagement

• Provide technology guidance to users and proactively address IT challenges.

• Work closely with cybersecurity teams to maintain system security and compliance standard.

• Assist in vendor management, ensuring optimal service levels from external providers supporting end-user technologies.

What you'll need:

Qualifications & Experience

• Experience in IT support or technical troubleshooting within an enterprise environment.

• Strong technical background in endpoint administration, including Windows, macOS, Active Directory, and MDM platforms (Intune, Jamf, Kandji).

• Understanding of ITSM principles, including ticket management in ServiceNow or similar platforms.

• Strong problem-solving and analytical skills with a proactive approach to IT service delivery.

• Ability to communicate technical concepts effectively to non-technical users.

• Proven experience mentoring team members in technical support environment.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Hybrid

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

Please read our Privacy Notice (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.