Global Service Desk Manager

Job Description

• Attractive remuneration
• Multi-dimensional culture
• Multinational company

Key responsibilities

* Provides leadership for the 1st line support, providing clear leadership and fostering a culture of positivity, collaboration and customer centricity.

* Additionally, this role is responsible for managing the resources within the team, ensuring optimal allocation, development and growth, and utilization of personnel to achieve organizational objectives.

* Oversee and coordinate the global delivery of first-line support services (on a 24/7 or follow-the-sun basis as applicable)

* Make sure all incidents and requests are recorded in the global support system and handled in accordance with GBS Tech SLA, principles, and guidelines.

* Assist 2nd Line support team if or when required, liaise with 2nd line team lead, identify recurring issues/ problems and automation opportunities.

Key Requirements

* Minimum 7 years of relevant experience in IT / Technical Support, including leadership of L2 or advanced support teams

* Proven experience managing global or multi‑regional support operations

* Strong background in incident, problem, and escalation management for complex technical issues

* Experience working closely with 2nd line support SMEs, and vendors

* Experience with project management, such as Prince

* Experience with ITSM frameworks (ITIL and Agile preferred)

* Hands-on experience with ServiceNow or similar ITSM tools

To apply, please click "APPLY NOW" or email Joseph at Joseph.Chia@ambition.com.my.

Data provided is for recruitment purposes only. *LI-IT

Due to the volume of applications received, we regret to inform you that only shortlisted candidates will be notified.

JTK Number: JTKSM 995 | Company Registration Number: 201301019088 (1048918-T)