Service Desk Manager

The Service Desk Manager oversees a number of key functions within the Operations Team that enables the delivery of a high-quality service to end users. The role requires ability to multi-task with many activities occurring simultaneously, which requires excellent leadership, time management and prioritization skills.

A typical day for a Service Desk Manager will be a combination of planned activities, operational management, and involvement in escalations and process exceptions.

This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the Service Desk Team to achieve those expectations to a high standard.

Responsibilities:

• Oversee daily operations of the IT Service Desk, including monitoring performance metrics, ticket trends, and shift staffing to ensure balanced workload and optimal team capacity.
• Address SLA concerns by evaluating key metrics and ensuring targets are met monthly (end month).
• Act as the main escalation point for incidents and service requests—potentially spending up to 50% of the time managing escalations and customer satisfaction issues.
• Monitor incoming tickets and calls to identify broader trends, dependencies, and areas requiring attention.
• Develop contingency plans for major incidents, manpower shortages, scheduled outages, or business events.
• Continuously review and respond to customer feedback to improve service quality.
• Identify training needs and provide ongoing coaching to ensure a high-performing support team for both office and retail operations.
• Manage vendor relationships and oversee procurement of tools and software needed by the helpdesk.
• Analyse performance data to produce accurate reports and identify areas for improvement.
• Lead internal and vendor service reviews to track performance, drive improvements, and enhance quality and processes.
• Ensure future demand from business growth and projects are factored into service capacity planning.
• Drive and track completion of Service Improvement Plans.
• Handle staff management including scheduling, recruitment, mentoring, training, goal setting, and performance reviews.
• Provide regular and accurate management reporting on IT Service performance.
• Perform any other ad-hoc tasks as required by Management.

Requirement:

• Bachelor Degree or above in Information Technology, Computer Science, or a related discipline.
• Fluency in both spoken and written Mandarin and English is required.
• ITIL Intermediate certifications (Service Transition, Service Operation, Continual Service Improvement) are highly desirable.
• Certifications in ITSM platforms such as ServiceNow are a strong advantage.
• Additional certifications from Microsoft, VMware, AWS, or other major technology providers are also highly valued.
• PMP certification is an added advantage

Experience:

• 8+ years in IT Service Management/ Delivery, IT Operations, or Service Desk role.
• Proven track record in managerial grade, 2+ years of team management (managing a team with at least 20 staff).
• A Service Management professional / Experiences in servicing / supporting Premium Retail customers.
• Experiences in supporting regional customers is an advantage.

Technical Skills:

• Good understanding of ITIL practices.
• Experience with ITSM and ticketing systems (e.g., ServiceNow).
• Proven track record in service improvement planning and execution.

Other Skills:

• Excellent communication and interpersonal skills, including reporting and presentation skills.
• Proven leadership skills with the ability to advise, guide, and coach team members on new approaches, technologies, and products.
• Motivated, action-oriented individual with strong decision-making abilities and a proactive approach to problem-solving.
• Growth mindset with a proactive, can-do attitude focused on achieving both short-term and long-term goals.
• Able to handle sensitive and confidential information with discretion and professionalism.
• Proven ability to manage multiple tasks and priorities efficiently in a fast-paced, dynamic environment.
• Able to work under pressure and meet deadlines.

Remuneration Package:

• Full time job
• 5-day work + Public Holidays
• 10 minutes walking distance from/to Kerinchi LRT
• days Annual Leaves
• Training programme provided
• Attractive incentive scheme
• Discretionary bonus
• Birthday voucher
• Medical fees
• Friendly working environment