IT Service Desk Manager — Lead SLA Delivery & Team Growth

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 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.