Job Description
Are you an experienced IT professional with a passion for leadership and operational excellence? We are seeking a dedicated Service Desk Supervisor to oversee our Tier 1 IT support team in the heart of Kuala Lumpur. In this role, you will be the backbone of our technical support ecosystem, ensuring that our end-users receive prompt, high-quality assistance while driving the team toward exceptional performance metrics.
As the Service Desk Supervisor, you will be responsible for fostering a high-performing environment, managing incident escalations, and implementing best practices in IT service management (ITSM). The ideal candidate will bridge the gap between technical execution and business objectives, ensuring all Service Level Agreements (SLAs) are consistently met or exceeded. If you are a proactive problem solver with a knack for mentoring junior technicians, we want to hear from you.
Responsibilities
- Lead and mentor a Tier 1 IT support team to ensure high-quality service delivery.
- Monitor and manage incident queues to ensure all support requests meet defined SLAs and KPIs.
- Act as the primary escalation point for complex technical issues, providing timely resolution or escalation to Tier 2/3 teams.
- Analyze support trends and generate performance reports to identify areas for service improvement.
- Manage shift scheduling and ensure adequate resource coverage for the service desk.
- Maintain and update knowledge base articles and technical documentation to facilitate self-service.
- Collaborate with cross-functional IT departments to streamline support workflows.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 3-5 years of experience in IT Helpdesk or Service Desk roles, with at least 1 year in a supervisory or team lead capacity.
- Solid understanding of ITIL methodologies and incident management life cycles.
- Proven track record of meeting or exceeding SLAs and customer satisfaction (CSAT) targets.
- Excellent communication skills in English, with the ability to translate technical concepts for non-technical users.
- Proficiency in ticketing systems (e.g., Jira Service Management, ServiceNow, or Zendesk).
- Strong analytical skills with the ability to troubleshoot hardware, software, and network connectivity issues.