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IT Support Services Director

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Getronics Full time

We are seeking a skilled IT professional to drive high-quality service delivery and continuous improvement of service desk operations.

This role requires strong leadership, customer service orientation, and technical knowledge to maintain operational excellence and align with ITIL best practices.

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.
Process Improvement & Governance:
  • Drive process improvements to enhance efficiency and effectiveness.
  • Maintain compliance with company policies, security standards, and regulatory requirements.