Service Desk Supervisor, English – Mandarin

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Supervise daily operations of the Service Desk and ensure adherence to SLAs.

• Manage ticket queues, prioritize issues effectively, and address escalations.

• Collaborate with teams to swiftly resolve incidents.

• Track KPIs (FCR, AHT, CSAT) and report on performance metrics.

• Keep SOPs current and promote ongoing process enhancements.

• Mentor the team and foster a strong, collaborative environment.

• Ensure efficient utilization of ITSM tools while adhering to security protocols.

• Conduct bi-weekly KPI review meetings, lead post-incident analyses, and oversee corrective measures.

• Develop real-time KPI dashboards and plan annual training initiatives based on skill assessments.

⛳️ Requirements

• At least 3 years of experience in Service Desk, IT Operations, or similar IT support roles, with demonstrated supervisory or team leadership experience.

• Proficient in English and Mandarin.

• Experienced with ITSM tools, automation solutions, and monitoring systems.

• Strong understanding of SLAs, KPIs, and support processes.

• Exceptional leadership, coaching abilities, and data-informed decision-making skills.

• Excellent communication skills and stakeholder management capabilities.

• Resilient and adaptable in high-pressure situations.

🏝️ Benefits

• Leave: 30 days annually, including all public holidays (based on a 12-month contract).

• Learning & Development: Access to training programs and sponsorship for IT certifications.

• Compensation Growth: Annual salary reviews and performance-based bonuses.