Global Service Desk Manager

Global Service Desk Manager

If you're an experienced IT service leader with a passion for people, process, and continuous improvement, this is an opportunity worth exploring. Our client is a well-established international organisation with a global presence, looking for a Global Service Desk Manager to join their team in KL Sentral.

Why Apply?

This isn't just about managing a team - it's about shaping how first-line IT support is delivered across a global organisation. You'll have the autonomy to drive change, build a high-performing team, and set the standard for service excellence every day.

Here's what the role involves:

• Leading and developing a 1st line IT support team, fostering a customer-centric, collaborative culture
• Overseeing global service delivery, including follow-the-sun support operations
• Managing staffing, shifts, and workload to maintain optimal service levels
• Monitoring user satisfaction scores and identifying improvement opportunities
• Ensuring incidents and requests are logged and resolved in line with agreed SLAs
• Partnering with 2nd line support, vendors, and SMEs to manage escalations and recurring issues

You'll be a strong fit if you have:

• At least 7 years in IT/technical support, including leading advanced support teams
• Proven hands-on experience with ServiceNow or an equivalent ITSM platform
• Strong ITIL process knowledge, with Agile experience an advantage
• A background in managing global or multiregional support operations
• Demonstrable people management skills and the ability to build high-performing teams
• Solid experience in incident, problem, and escalation management
• Confidence working with SLAs, KPIs, OLAs, and service performance reporting

Apply now and take your next step in global IT service leadership!

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