Regional Service Desk Manager - APAC (Mid-Senior Level)
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Manage the APAC IT service desk and 2nd line team, ensuring SLAs, KPIs, and IT policies are met while acting as the primary escalation point for functional and managerial issues. Drive regional success by overseeing hardware, software, and equipment lifecycles; managing BAU projects such as office refurbs and closures; and controlling the financial aspects of the IT department including budgeting and purchasing. Lead staff through recruitment, supervision, development, and disciplinary actions while monitoring incident trends for proactive resolution. Coordinate with global teams to uphold ERM Technology's process standards and ensure continuous improvement of end-user services across all offices.
Required Qualifications
- Excellent communication and team management skills
- Exceptional customer service orientation
- Minimum 5 years' experience in a global company offering different solutions with business units
- Proven analytical, evaluative, and problem-solving abilities
- Strong technical working knowledge of Microsoft-based systems Windows 11 and Office 365/2016
- Experience within a professional services company
- Experienced working in an ITIL environment
- ITIL Foundation qualification
- Flexible approach and adaptable
- Good team player and motivational style
- Happy to work flexible hours to suit the global environment and occasional travel to other offices
- Hands on and able to lead by example
- Experience of running IT BAU projects, e.g., office moves, integrations
- Highly self-motivated and directed
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Willingness to travel to other offices
Desired Qualifications
- Experience within a professional services company is desirable
- ITIL Foundation qualification desirable
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