IT Manager

A global organization is seeking an experienced IT Manager to lead its IT Service Desk operations across various locations. This senior role focuses on delivering exceptional end-user support, driving service performance improvements, and ensuring operational excellence across time zones. The position also involves local line management responsibilities for non-service desk IT staff in KL while collaborating with IT leadership and business stakeholders to align support.

Key Skills: IT Support, SAP Support, Service Desk Leadership, End user service operations, Global Enterprise Environment, ITSM

What you'll do:

• Lead the global IT Service Desk across the organisation’s global locations, ensuring responsive and professional user-focused support.
• Oversee day-to-day service desk operations, managing incidents, requests, escalations, and user issues in line with agreed service levels.
• Drive service performance through KPIs, SLAs, reporting, and governance while implementing actions to improve efficiency and user satisfaction.
• Build a high-performing team by coaching, mentoring, knowledge sharing, and fostering a culture of accountability and continuous improvement.
• Plan staffing coverage and workload distribution to ensure seamless operations across locations.
• Own core service desk processes such as incident management, escalation handling, communication protocols, governance practices, and knowledge management.
• Act as a senior escalation point for major incidents while coordinating structured responses and post-incident reviews to strengthen resilience.
• Collaborate with broader IT teams to standardize processes, improve handovers, promote knowledge reuse, and enhance first-contact resolution rates.

What you bring:

• 12+ years of experience in IT support or service management roles within complex international environments.
• Proven track record of leading global distributed teams with strong people leadership capabilities.
• Deep understanding of ITSM principles and tools like ServiceNow.
• Ability to analyse service data to identify trends and implement improvements effectively.
• Calm under pressure with excellent organizational skills to balance daily operations with long-term enhancements.
• Strong communication skills to engage effectively with technical teams, vendors, end-users, and senior stakeholders.

What sets this company apart:

This is an exciting opportunity to lead a critical global IT function within a collaborative organization that values growth and innovation. You’ll have the chance to drive impactful changes in service quality while working closely with teams in global locations. If you're passionate about improving end-user experiences at scale while fostering team development in a dynamic environment—this role is for you!

What's next:

Ready for a career that skyrockets your professional development? Apply now!

Apply today by sending your latest CV to Eugene.Lim@robertwalters.com.my !

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C