Global Technical Support Manager

Global Technical Support Manager

If you're a technically grounded IT leader with a talent for building great teams and keeping operations running smoothly, this role deserves your attention. Our client is a well-established international organisation looking for a Global Technical Support Manager to join them in KL Sentral.

Why Apply?

You'll step into a role where your technical leadership shapes the quality of support experienced by users worldwide. From shift-left initiatives to hardware lifecycle management and team development, this is a position with real breadth and genuine impact.

Here's what you'll be responsible for:

• Leading and developing IT support coordinators across Malaysia and globally, fostering a collaborative, customer-focused culture
• Overseeing 2nd line technical support and ensuring smooth escalation handovers from the service desk
• Proactively managing the global hardware lifecycle, including facilities, equipment, and supply coordination
• Identifying end user training needs and organising relevant sessions to upskill the business
• Monitoring user satisfaction and driving continuous improvement in speed, quality, and consistency
• Managing local vendor contracts, IT projects, and supporting investment budget decisions

You'll be a strong fit if you have:

• At least 7 years in IT/technical support, including leading technical or advanced support teams
• Hands-on experience with ServiceNow or a comparable ITSM platform
• Proficiency with Microsoft tools in a support environment
• Strong ITIL process knowledge, with Agile experience an advantage
• Proven ability to manage global or multiregional support operations
• Strong people management skills with a track record of developing high-performing teams
• Experience in incident, problem, and escalation management for complex technical issues
• Confident use of SLAs, KPIs, OLAs, and service performance reporting

Apply now and step into a global technical leadership role that truly makes a difference!

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