Team Lead, IT support APAC

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. Team Lead, IT Support, APAC As Team Lead, IT Support, APAC, you will be based in our Singapore office, stepping into a role to build and lead a best-in-class regional support function. You will manage a distributed team of five across Singapore and Bengaluru (comprising both dedicated support and hybrid support/engineering roles) to elevate the overall APAC IT support experience. The scope of this role is to improve the overall IT experience in all our offices in APAC. You will combine strong people leadership with a strategic mindset, crafting the short- (1 year), medium- (1-3 years), and long-term (3-5 years) vision for the team while automating processes, partnering with regional (senior) management, and driving technical excellence. You are a hands-on manager helping out with support if needed. What you’ll do Lead & define success - Set the Vision: Drive the technical direction of the team by developing and executing short-term (1 year), medium-term (1-3 years), and long-term (3-5 years) support strategies aligned with global business goals. - People Leadership: Supervise, guide, and mentor a distributed team of 5 (2x hybrid engineers in SG, 1x support engineer in SG, and 2x support engineers in BLR). - Drive Performance: Set clear individual and team goals, delegate tasks effectively, and manage performance using Adyen’s leadership framework: Empower, Care, Act, Scale. - Culture Carrier: Foster a global, inclusive mindset. Cultivate a growth-oriented environment where open, direct feedback is exchanged and the Adyen Formula is exemplified. Deliver results & scale impact - Operational Excellence: Deliver a best-in-class support experience for the APAC region, ensuring high standards of technical resolution and internal customer service. - Automation & Process Improvement: Actively identify opportunities to eliminate toil by automating repetitive tasks and continuously improving internal IT systems and workflows. - Project Delivery: Coordinate the planning, scoping, and agile execution of support improvement projects. Monitor progress, manage timelines and budgets, and aggressively unblock your team to ensure delivery. - Technical Guidance: Make the right architectural and tooling decisions to support your team, ensuring technology choices fit into the broader business strategy. Cross-functional collaboration - Stakeholder Management: Partner closely with regional (senior) management, translating business needs and improvement points into highly actionable technical projects. - Cross-Team Synergy: Work seamlessly alongside Business Enablement, HR, Compliance, Procurement, and Workplace Experience to ensure a flawless end-to-end employee experience. - Vendor Relations: Maintain and develop strong relationships with crucial external vendors and partners. - Influence & Alignment: Navigate conflicting priorities and build trusted partnerships across time zones. Who you are Leadership & team building - Experience: 2-5+ years of people management and leadership experience in an IT Support, technical support, engineering, or similar technical environment. - Talent Developer: Proven ability to recruit top talent, manage performance, and get the absolute best out of each team member through coaching and mentorship. - Organizational Awareness: You possess strong business acumen and know how to empower your team in their day-to-day stakeholder interactions. Technical & execution strength - Core Systems: Deep administrative experience with cloud tools and identity providers (Google Workspace, Okta, Jamf, Slack) and robust experience managing MacOS environments. - Support & Automation: Hands-on knowledge of ticket management systems, data analysis, and a proven track record of using scripting/automation to reduce manual workloads. - AV & Infrastructure: Strong technical understanding of meeting room equipment (Logitech, Zoom Rooms), Event Spaces/All-hands areas, and monitoring/observability tools like Grafana. Language & location - Fluent in English (written and spoken) with excellent, sharp communication skills. - Requires a strong in-office presence to foster team collaboration, with the ability to manage a distributed team across APAC effectively. Our Diversity, Equity and Inclusion commitments