IT Support Manager

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Tapps Sdn Bhd Full time

Responsibilities:

Position Overview:


The IT Support Customer Service Manager is responsible for leading and managing a team of IT support professionals to deliver effective technical assistance to end-users and maintain a positive customer experience.

This role requires a combination of technical expertise, leadership skills, and a focus on customer service.

Key Responsibilities:

  • Efficiently manage the workflow and schedule of the IT support team.
  • Implement best practices to enhance the quality of IT support services.
  • Work crossfunctionally, coordinating between departments to deliver to clients' expectations.
  • Lead and motivate a team of IT support professionals to deliver outstanding customer service.
  • Ensure timely resolution of technical issues.
  • Develop and conduct user training programs to enhance IT literacy.
  • Conduct root cause analysis for major incidents and Implement preventive measures.
  • Manage and communicate with key holders on daily operational support.
  • Provide regular updates and reports on IT department activities and project status to the CTO/COO.
  • Provide guidance, coaching, and performance feedback to team members.
  • Develop and implement strategies to enhance overall customer satisfaction.
  • Generate regular reports on key performance indicators (KPIs) and team metrics.
  • Analyze data to identify trends, areas for improvement, and opportunities for growth.
  • Make datadriven decisions to optimize team performance.

Qualifications:

  • Bachelor's degree in any related field(s). Master's degree is a plus.
  • Proven experience in IT Customer Service management, with a minimum of 2 years in a leadership role.
  • Excellent communication and interpersonal skills.
  • Ability to work collaboratively and lead a diverse Customer Service team.
  • Strong problemsolving and decisionmaking abilities.
  • Related work experience in Customer Service field/IT Support will be an advantage

Job Types:
Full-time, Permanent

Pay:
RM5, RM8,000.00 per month

Benefits:

  • Additional leave
  • Dental insurance
  • Free parking
  • Maternity leave
  • Meal allowance
  • Opportunities for promotion
  • Parental leave
  • Professional development
  • Vision insurance

Schedule:

  • Day shift
  • Monday to Friday

Supplemental pay types:

  • Commission pay
  • Performance bonus
  • Yearly bonus

Ability to Commute:

  • Kuala Lumpur (required)

Ability to Relocate:

  • Kuala Lumpur: Relocate before starting work (required)

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