Service Desk & Support Manager Corporate IT & IS

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

Responsibilities

• Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption - Ensure consistent service delivery and adherence to ITSM standards.
• Lead process adherence for incident, problem, and change management.
• Provide mentorship/guidance to support teams on best operational practices.
• Conduct root cause analysis for service disruptions and ensure preventive measures are implemented.
• Maintain detailed service documentation, including incident reports, service requests, and change logs.
• Generate detailed reports on service performance, highlighting key metrics and areas for improvement.
• Manage workload planning, shift scheduling, and ensuring adequate service coverage (including 24/7 operations if required).
• Manage SLA, performance dashboards, and team KPIs.

Qualifications

• Bachelor’s degree in information technology, computer science or 5 years’ experience in ITSM.
• 5 years of experience in IT service management and Technical Support.
• Proven experience leading Service Desk and Technical Support teams (onsite and remote).
• Experience supporting medium-to-large user environments (100+ users is a strong advantage).
• Strong background in IT operations, incident management, problem management, and request fulfillment.
• Familiarity with the ITIL framework (ITIL Foundation certification is required).
• Ability to design and enhance SOPs, Work Instructions, and IT service procedures aligned with ITIL best practices.
• Experience with ITSM tools and managing incidents, service requests, and changes.
• Strong knowledge of ITSM frameworks with hands‑on experience.
• Excellent problem‑solving and process improvement skills, with the ability to manage escalated incidents.
• Effective communication and coordination skills.
• Strong troubleshooting skills in Windows/MacOS, office applications, networking basics (LAN/WAN/Wi‑Fi), printers, and endpoint devices.
• Basic knowledge of networking concepts (TCP/IP, DHCP, DNS, VPN).
• Experience in IT asset management, monitoring, patching, and hardware lifecycle processes.
• Basic understanding of cloud services (Microsoft 365, Azure, Google Workspace, AWS) is a plus.

Broadcast Media, Entertainment and Publishing 11-50 employees

KG Media (Kompas Gramedia Group of Media) is an integrated ecosystem of solutions with a team of content solutions, a team of influencer marketing strategists, a team of media investment solutions, a team of sports marketing solutions, and we’ve completed the ecosystem with a team of strategy and communication solutions. It represents a new chapter for us, and with our knowledge and people‑driven approach we hope to continue enlightening Indonesia through solving its business and social economy problems.