IT Service Desk Manager - 24/7 Incident & Support Lead

Kompas Gramedia - KG Media; Jakarta Utara; On-site; IDR 500.667.000 - 834.446.000; Full time

Job summary

A media company in Jakarta Utara is seeking an IT Service Management professional to lead a team in managing incidents and ensuring service delivery standards. The ideal candidate will have a bachelor's degree in information technology, significant experience in technical support, and a strong background in IT operations. You will be responsible for mentoring teams, conducting root cause analysis, and maintaining service documentation. This is an excellent opportunity to impact service management positively.

Qualifications

• 5 years of experience in IT service management.
• Proven experience leading Service Desk and Technical Support teams.
• Familiarity with ITIL framework and ITIL Foundation certification.

Responsibilities

• Manage routine incidents and service requests.
• Conduct root cause analysis for service disruptions.
• Generate detailed reports on service performance.

Skills

IT service management

Technical Support

Problem-solving

Communication

Troubleshooting

Process improvement

Education

Bachelor’s degree in information technology or computer science

Tools

ITIL frameworks

ITSM tools

Job description

A media company in Jakarta Utara is seeking an IT Service Management professional to lead a team in managing incidents and ensuring service delivery standards. The ideal candidate will have a bachelor's degree in information technology, significant experience in technical support, and a strong background in IT operations. You will be responsible for mentoring teams, conducting root cause analysis, and maintaining service documentation. This is an excellent opportunity to impact service management positively.