Service Desk Leader for TPM & Managed Services

Pengiklan Anonim; Jakarta Utara; On-site; IDR 400,000,000 - 800,000,000; Full time

Job summary

Pengiklan Anonim is seeking a Service Desk Manager to lead TPM & Managed Services. You will oversee daily operations, staffing, and performance against SLA/KPI targets, coordinating with customers, Service Delivery, and vendors across countries.

The role requires building a capable team, managing major incidents, and driving service improvements while coordinating multi-country deployments and transitions.

Qualifications

• Minimum Degree in Information Technology, Business Administration, Communications or a related discipline.
• ITSM or service management certification is an advantage.

Responsibilities

• Manage the overall day-to-day Service Desk operation.
• Lead Service Desk Leads and Representatives across all shifts.
• Manage staffing, workload, shift coverage and resource allocation.
• Ensure agreed processes, procedures and service standards are followed.
• Ensure effective handover and continuity between shifts.
• Manage Service Desk performance against SLA and KPI targets.
• Act as the management escalation point for major customer issues.
• Coordinate Service Desk readiness for multi-country deployments and projects.

Skills

Leadership

People management

Stakeholder management

Communication

Problem solving

Multi-country coordination

Education

Bachelor's degree in IT/Business/Communications

Tools

ServiceNow

ManageEngine

CRM platforms

Job description

Pengiklan Anonim is seeking a Service Desk Manager to lead TPM & Managed Services. You will oversee daily operations, staffing, and performance against SLA/KPI targets, coordinating with customers, Service Delivery, and vendors across countries.

The role requires building a capable team, managing major incidents, and driving service improvements while coordinating multi-country deployments and transitions.