Supervisor

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

📋 Description

• Supervise day-to-day operations of the Service Desk and ensure adherence to service level agreements (SLAs).

• Oversee ticket management, prioritize issues, and address escalations effectively.

• Collaborate with various teams to expedite incident resolution.

• Track key performance indicators (KPIs) such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT), and provide performance reports.

• Keep standard operating procedures (SOPs) current and promote ongoing process enhancements.

• Mentor the team to cultivate a robust, collaborative work environment.

• Ensure the efficient use of IT Service Management (ITSM) tools while adhering to security protocols.

• Conduct bi-weekly meetings to review KPIs, facilitate post-incident analyses, and implement corrective measures.

• Develop real-time KPI dashboards and organize annual training based on identified skill gaps.

⛳️ Requirements

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

• Proficient in both English and Mandarin.

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

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

• Excellent leadership capabilities, coaching skills, and ability to make data-driven decisions.

• Effective communication and stakeholder management skills.

• Resilient and adaptable in high-pressure situations.

🏝️ Benefits

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

• Learning & Development: Access to training initiatives and support for IT certification sponsorship.

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