Role Overview
We are seeking an experienced Regional Service Desk Manager to lead and manage our Group 24/7 Service Desk based in Kuala Lumpur. This role is pivotal in ensuring the delivery of exceptional technical support to our highest-value customers, maintaining operational excellence, and aligning all processes with ITIL best practices.
Key Responsibilities
- Leadership & Team Development
- Manage and develop a team of Service Desk Team Leaders and highly skilled engineers.
- Foster a culture of continuous improvement, collaboration, and accountability.
- Provide coaching and mentoring to enhance technical and soft skills across the team.
- Operational Management
- Oversee day-to-day operations of the 24/7 Service Desk, ensuring SLAs and KPIs are consistently met.
- Drive efficiency and quality in incident, request, and problem management processes.
- Ensure full alignment with ITIL processes and best practices.
- Customer Experience
- Guarantee high-quality support for our most valued customers, delivering a world-class service experience.
- Act as an escalation point for critical incidents and major service issues.
- Performance & Reporting
- Monitor and report on team performance, identifying trends and implementing improvement plans.
- Collaborate with senior leadership to develop strategies for service excellence and scalability.
Skills & Experience Required
- Proven experience managing a large, multi-shift Service Desk operation, ideally in a 24/7 environment.
- Strong background in leading and developing Team Leaders and technical teams.
- Demonstrated ability to coach and develop highly skilled engineers to deliver exceptional service.
- In-depth knowledge of ITIL framework and its practical application in service operations.
- Excellent communication, leadership, and stakeholder management skills.
- Ability to work under pressure and manage complex, high-priority incidents effectively.
Desirable Qualifications
- ITIL Foundation (minimum), with higher-level ITIL certifications preferred.
- Experience in Managed Service Provider (MSP) or enterprise-level IT support environments.
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