APAC IT Support Leader: Proximity & Service Excellence

Imerys; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Imerys is seeking an IT Customer Care Manager to lead the APAC Proximity support team, based in Kuala Lumpur or Shanghai. The role focuses on delivering Level 2 IT support, improving incident response, and ensuring service levels across APAC and EMEA.

You will coach teams, manage resources, and drive knowledge base development while coordinating with global IT groups to maintain a high standard of user support and operational stability.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT or related field.
• 5 years in IT support and service management, with at least 2 years leading proximity service teams delivering level 2 services.
• Fluent in IT Service Management framework.
• Experience in ServiceNow.
• Experience in managing teams.

Responsibilities

• Lead and manage the APAC Proximity support team and ensure delivery of level 2 IT support.
• Direct, organize, schedule and monitor activities; identify skill gaps and provide training.
• Coordinate with EMEA proximity services and ensure KPIs and SLAs.
• Develop knowledge base and training materials for end users.
• Improve processes and coordinate with IT teams for timely issue resolution.

Skills

IT leadership

Proximity support

Team management

KPIs

Service management

Problem solving

Education

Bachelor or Master in CS/Engineering

Tools

ServiceNow

Job description

Imerys is seeking an IT Customer Care Manager to lead the APAC Proximity support team, based in Kuala Lumpur or Shanghai. The role focuses on delivering Level 2 IT support, improving incident response, and ensuring service levels across APAC and EMEA.

You will coach teams, manage resources, and drive knowledge base development while coordinating with global IT groups to maintain a high standard of user support and operational stability.