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 and KPIs are met while driving customer satisfaction. Support the Global Service Delivery Manager and Head of IT Operations to define, implement, and uphold regional IT policies and best practices. Control hardware, software, and equipment maintenance across offices, manage BAU projects like office refurbs and closures, and oversee PC, software, and peripheral deployment. Act as the functional and managerial escalation point, monitor incident trends for proactive resolution, and own P1 major incidents. Manage IT staffing, including recruitment, supervision, and budget planning, while ensuring continuous improvement of service offerings. Work flexible hours to suit the global environment with occasional travel to other 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
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