Global Technical Support Manager

Job Description

Key Responsibilities

Oversees IT Coordinators both globally and within Malaysia, 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.
End User Training - identify needs, provide input on training material and arrange training sessions
Local Contracts - follow up with local vendor, identify needs and renewal cycle, liaise with Tech Procurement
Lead the team to provide local support for GBS Tech Services.
Oversee and assist 1st Line support team if or when required, liaise with 1st 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 technical support 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 Service Desk, SMEs, and vendors
Demonstrated leadership skills with the ability to build, lead, and develop high-performing, service-oriented teams
Experience with ITSM frameworks (ITIL and Agile preferred)
Hands-on experience with ServiceNow or similar ITSM tools
Strong understanding of SLAs, KPIs, OLAs, and service reporting

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)