IT Service Desk Manager

PT Chandra Asri Pacific Tbk; Jakarta Pusat; On-site; IDR 600,000,000 - 720,000,000; Full time

Job summary

Chandra Asri Group is seeking an experienced Head of IT Service Desk to lead the IT Service Desk team, ensure reliable support, and drive service excellence across the organization.

You will manage incident resolution, SLA adherence, and coordination with L2 teams, while mentoring staff and implementing ITSM improvements using Jira Service Management, ServiceNow, and SAP environments.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• 8+ years IT Service Desk/IT Support experience, with at least 2 years in a managerial role.
• Experience managing an enterprise IT Service Desk environment.
• Strong exposure to SAP environments.
• Strong experience with ITSM tools such as Jira Service Management or ServiceNow.
• Good knowledge of Microsoft 365 and Windows environments.
• Fluent spoken and written English.

Responsibilities

• Lead daily IT Service Desk operations, ensuring incidents and service requests are handled effectively.
• Coach and develop the IT Service Desk team to meet performance targets and conduct regular reviews.
• Monitor SLA compliance, ticket quality, FCR, and customer satisfaction; manage staffing and workload.
• Prepare and present regular Service Desk performance reports and drive continuous improvement.

Skills

Fluent English

Education

Bachelor's degree in IT / CS / IS

Tools

Jira Service Management

ServiceNow

SAP

Microsoft 365

Job description

Chandra Asri Group, through its subsidiary PT Chandra Asri Sentral Solusi (CASS), has established a Shared Service Center (SSC) to enhance operational efficiency and support the business growth of its subsidiaries. From finance and HR to procurement, customer operations, and IT, our SSC is the backbone that keeps businesses running smoothly.

Job Purpose

Lead and manage the IT Service Desk team to ensure reliable, timely, and customer-focused IT support. The role is responsible for service desk operations, team performance, SLA achievement, incident escalation, service quality, and continuous improvement in line with business and IT requirements.

Key Responsibilities

1. Service Desk Operations

• Lead daily IT Service Desk operations and ensure effective handling of incidents and service requests.
• Ensure tickets are properly logged, prioritized, assigned, and followed up in the ITSM system.
• Monitor service performance and ensure compliance with agreed SLAs and ITSM processes.
• Ensure appropriate escalation and coordination with L2 teams for unresolved or high-impact issues.
• Oversee major or critical incidents and ensure timely communication and resolution.

2. Team Management

• Lead, coach, and develop the IT Service Desk team to achieve service and performance targets.
• Monitor individual and team performance, including productivity, SLA, FCR, ticket quality, and customer satisfaction.
• Ensure appropriate staffing and workload allocation based on service demand.
• Conduct regular team meetings, performance reviews, and knowledge-sharing sessions.
• Ensure Service Desk personnel are equipped with the necessary technical, business process, application, and service knowledge required to effectively support business operations.
• Identify competency gaps and establish training, cross-skilling, coaching, and knowledge transfer program to maintain Service Desk readiness and capability.
• Coordinate knowledge transfer activities with Application, Infrastructure, Security, Project, and Vendor teams to support new services, system enhancements, and business initiatives.
• Act as the key point of contact for business stakeholders on Service Desk performance and service issues.
• Ensure effective communication with users during major incidents and service disruptions.
• Monitor customer feedback and drive actions to improve user experience.
• Work closely with L2 teams, IT management, and other stakeholders to resolve recurring issues.

4. Reporting & Performance Management

• Prepare and present regular Service Desk performance reports.
• Monitor key metrics including:
• Ticket volume and trends
• SLA compliance
• First Call Resolution (FCR)
• Ticket resolution time
• Customer Satisfaction (CSAT)
• Backlog and aging tickets
• Identify service gaps and implement corrective actions.
• Monitor and report on Shift-Left effectiveness, including First Contact Resolution, knowledge article utilisation, reduction of avoidable L2 escalations, self-service adoption, and Service Desk productivity metrics.
• Ensure compliance with ITSM processes, including Incident, Service Request, Change, and Problem Management.
• Maintain and improve Service Desk procedures, Knowledge Base, and operating standards.
• Identify opportunities to improve service quality, efficiency, automation, and user experience.
• Support implementation and enhancement of ITSM tools and processes.
• Own the Service Desk Shift-Left strategy and roadmap, identifying opportunities to transfer suitable support activities from L2 teams to L1 through knowledge transfer, standardisation, automation, and self-service enablement. Govern Service Desk knowledge management practices, ensuring knowledge articles remain accurate, relevant, accessible, and aligned to support requirements. Drive continuous improvement initiatives to improve First Contact Resolution (FCR), reduce avoidable escalations, improve user experience, and increase Service Desk effectiveness.

Requirements

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• Minimum 8 years of experience in IT Service Desk / IT Support, with at least 2 years in managerial role.
• Experience managing an enterprise IT Service Desk environment.
• Strong exposure to SAP environments.
• Strong experience in supporting regional or multinational organizations.
• Strong experience with ITSM processes and tools such as Jira Service Management, ServiceNow, or equivalent.
• Good knowledge of Microsoft 365 and Windows environments.
• Experience managing SLA, service performance, incident escalation, and customer satisfaction.
• Experience working with L2 teams across infrastructure, network, cloud, security, and applications.
• Experience in IT service improvement, automation, or digital transformation.
• Fluent spoken and written English.

Chandra Asri is only releasing official job posting at Chandra Asri Career Site (careers.capcx.com), Linkedin & Jobstreet. The Company will contact shortlisted candidate via official corporate email & phone, and will not send any hardcopy invitation for interview. Please note that the Company doesn't ask candidates to transfer some amount of money nor cooperate with any travel agent.