IT Helpdesk Leader

UrBox is Vietnam’s leading digital gifting & loyalty platform that enables businesses to integrate their reward & loyalty programs with an ever-growing network of more than 350 brands & 20,000 accepted online and offline stores in Vietnam.

UrBox has the widest network of clients in loyalty in Vietnam and provides loyalty & reward solutions to many big organizations in the aviation, banking, FMCG, Insurance, Real Estate industries and more.

IT Helpdesk Leader is responsible for leading the IT Helpdesk team, ensuring the company’s IT systems operate smoothly and securely. The role involves managing support operations, overseeing IT infrastructure, coordinating internal IT services, and supporting business operations, including Google Workspace administration.

• Lead and manage the IT Helpdesk team, assign tasks, and monitor performance.
• Receive, prioritize, track, and ensure timely resolution of technical support requests from departments.
• Troubleshoot and provide advanced support for hardware (computers, printers, scanners) and network (LAN/WAN) issues.
• Oversee installation, configuration, and upgrade of software and systems.
• Ensure effective use, operation, and availability of IT equipment across the company.
• Plan and perform periodic maintenance of IT systems and devices.
• Manage, administer, and optimize Google Workspace services.
• Supervise IT onboarding (equipment preparation, account setup, user guidance) and offboarding (equipment and account recovery) processes.
• Coordinate IT equipment procurement, inventory management, vendor support, and repair activities.
• Develop and improve IT support processes, documentation, and internal guidelines.
• Report IT operations, issues, and improvement plans to management; collaborate with stakeholders to enhance IT systems.

• Graduated from College/University in Information Technology.
• Computer Networks, System Administration, Computer Science, or equivalent.
• Able to read technical English documents (TOEIC 500+ or equivalent).
• Minimum 3-5 years of experience in IT Helpdesk or IT Support.
• At least 1 year of experience in a team lead, senior, or equivalent role is preferred.
• Strong knowledge of computer hardware and peripherals (printers, scanners, etc.).
• Proficient in Windows OS (client and basic server knowledge).
• Solid understanding of network devices (Router, Switch).
• Ability to lead, coach, and support team members.
• Strong communication, problem-solving, and coordination skills.
• Proactive mindset, high sense of responsibility, and good time management.
• Preferably holds CCNA, MCSA, or equivalent certifications.
• Linux OS knowledge is a plus.