Service Desk Supervisor

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Private Advertiser Full time 90,000 - 120,000 per year

Company: A multinational company (MNC) with regional operations in IT and business support services.

Location: Kuala Lumpur, Malaysia

Work Schedule: work on site, 5 days per week, rotational shifts (including weekends and public holidays)

About the Role

We are seeking a Service Desk Supervisor to lead a regional IT support team providing Level 1 and Level 2 technical assistance. The ideal candidate is a hands-on leader with strong communication and reporting skills, capable of managing team members in a fast-paced environment.

Key Responsibilities

  • Supervise and support the service desk team to ensure timely resolution of incidents and service requests.
  • Handle Level 1.5 to Level 2's escalations and ensure SLA compliance.
  • Provide remote support for hardware, software, and network issues.
  • Ensure all support activities are properly documented and logged in the system.
  • Maintain and update technical documentation and the internal knowledge base.
  • Collaborate with vendors and internal IT teams for issue escalation and resolution.
  • Coach, motivate, and develop team members to achieve operational excellence.
  • Prepare and present weekly and monthly performance reports with analysis and actionable insights.

Requirements

  • Fluent in Mandarin and English (spoken and written).
  • Bachelor's degree or equivalent qualification.
  • Minimum 5 years' experience in an IT Service Desk environment, with at least 2 years in a supervisory or leadership role.
  • Proven experience leading a team of around 15 members in a multi-shift support setup.
  • Demonstrates strong analytical and communication capabilities, with a structured approach to reporting and time organization.
  • Accountable and proactive, with the ability to perform effectively under pressure.
  • Solid technical knowledge in Windows OS, Microsoft Office, hardware, and networking.
  • Experience providing remote support for laptops, desktops, and LAN/application issues.
  • Willing to work rotational shifts, including weekends and public holidays

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