APAC Service Desk Lead (Remote) – SLA & KPIs

Sunbytes; Kuala Lumpur; Remote; MYR 245,000 - 368,000; Full time

Job summary

Sunbytes is seeking a Supervisor to oversee the Service Desk Team across the APAC region. You will manage day-to-day support operations, ensure SLA performance, and drive continuous improvement while leading a remote team and coordinating cross-functional efforts.

This role requires at least 3 years in Service Desk or IT operations, English and Mandarin fluency, and experience with ITSM tools and monitoring platforms.

Qualifications

• Minimum 3 years of experience in Service Desk or IT operations with supervisory responsibilities.
• Fluent in English and Mandarin.
• Proficient with ITSM tools, automation, and monitoring platforms.
• Solid knowledge of SLAs, KPIs, and support workflows.

Responsibilities

• Oversee daily Service Desk ops and ensure SLA compliance.
• Manage ticket queues, prioritize issues, and handle escalations.
• Coordinate with teams to resolve incidents quickly.
• Monitor KPIs (FCR, AHT, CSAT) and report performance.
• Maintain updated SOPs and drive continuous process improvements.
• Coach the team and build a strong, collaborative culture.
• Ensure effective use of ITSM tools and compliance with security standards.
• Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.

Skills

Service Desk leadership

IT Operations

English fluent

Mandarin fluency

Tools

ITSM tools

Monitoring platforms

Job description

Sunbytes is seeking a Supervisor to oversee the Service Desk Team across the APAC region. You will manage day-to-day support operations, ensure SLA performance, and drive continuous improvement while leading a remote team and coordinating cross-functional efforts.

This role requires at least 3 years in Service Desk or IT operations, English and Mandarin fluency, and experience with ITSM tools and monitoring platforms.