Service Desk Team Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Getronics Full time

Getronics Federal Territory of Kuala Lumpur, Malaysia

Service Desk Team Manager

We are seeking a proactive and experienced IT Service Desk Team Manager to lead and manage our IT Service Desk team. The ideal candidate will be responsible for ensuring high-quality service delivery, efficient incident and request management, and continuous improvement of service desk operations. This role demands strong leadership, customer service orientation, and technical knowledge to maintain operational excellence and align with ITIL best practices.

At this level, the jobholder will manage a small to medium team and coordinate activities to ensure achievement of customer satisfaction, financial, operational, and human resources goals. Jobholders will also apply specialist skills and knowledge relating to a particular discipline, profession, or function. This will include analysis and interpretation of information and the provision of information to clients & internal departments and management.

Skills/Experience:
  • Lead, mentor, and develop the IT Service Desk team to ensure high performance and engagement.
  • Manage scheduling, workload distribution, and resource planning to meet service level agreements (SLAs).
  • Conduct regular performance reviews, set KPIs, and implement development plans for team members.
Service Desk Operations:
  • Oversee day-to-day service desk operations, ensuring timely resolution of incidents, service requests, and escalations.
  • Monitor and manage SLAs, KPIs, and customer satisfaction metrics, ensuring accurate documentation, ticket management, and adherence to ITIL processes.
  • Act as the primary escalation point for major incidents and complex service issues.
  • Build and maintain strong relationships with internal stakeholders, customers, and third-party vendors.
  • Conduct regular service reviews and gather feedback to improve service delivery.
Process Improvement & Governance:
  • Drive process improvements to enhance efficiency and effectiveness of the service desk.
  • Collaborate with Problem, Change, and Incident Management teams to ensure seamless ITSM integration.
  • Maintain compliance with company policies, security standards, and regulatory requirements.
Training & Knowledge Management:
  • Ensure the team is trained on the latest tools, technologies, and support procedures.
  • Oversee the development and maintenance of a comprehensive knowledge base for first-time issue resolution.
Qualifications & Skills:
  • Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
  • ITIL Foundation certification (ITIL Intermediate or Expert is a plus).
    • Experience:
    • 2 years in a managerial or team lead capacity.
    • Proven experience managing high-performing service desk teams in a fast-paced environment.
    • Strong understanding of ITSM frameworks (ITIL) and service desk tools (e.g., ServiceNow, JIRA).
    • Excellent leadership, communication, and interpersonal skills.
    • Strong problem-solving skills and ability to manage high-pressure situations.
    • Customer-focused mindset with a passion for service excellence.
    • Knowledge of KPI tracking, reporting, and continuous improvement initiatives.
    Preferred Qualifications:
    • Experience managing service desks across multiple regions or time zones.
    • Exposure to cloud services, remote support tools, and modern workplace technologies.
    Seniority level

Executive

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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