Assistant Manager, Information Technology Management

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A dynamic technology innovation hub in Kuala Lumpur is seeking an experienced IT Service Desk Lead to optimize operations and drive continuous improvement. The ideal candidate will have a strong background in IT service management, team leadership, and compliance with security policies. This role offers a chance to significantly impact the efficiency and effectiveness of IT services across the organization.

Qualifications

• Experience in IT service desk operations and management.
• Proven leadership and team-building abilities.
• Strong understanding of IT security policies and compliance regulations.

Responsibilities

• Lead and manage IT Service Desk operations across business functions.
• Oversee onboarding and offboarding support for users.
• Drive service improvement initiatives based on ticket analysis.

Skills

IT service desk management

Team leadership

IT security policies

Communication

Vendor coordination

Tools

IT asset management software

Service desk tools

Job description

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.If you want to shape a brighter future at AIA Digital+, please read on.**About the Role**To lead and optimize IT service desk operations, IT asset management, and procurement processes while ensuring compliance, security, and high-quality end-user support. The role also focuses on developing team capabilities and driving continuous service improvement across the organization.**Service Desk Operations*** Lead and manage day-to-day IT Service Desk and End User Computing (EUC) operations across business functions.* Oversee End User Support including onboarding and offboarding support for corporate users.* Ensure service desk tickets are managed efficiently to meet business SLAs.* Drive service improvement initiatives based on ticket analysis and recurring incident patterns.* Act as a point of escalation point for complex service issues affecting business continuity or timelines; and to provide advanced technical support to end users and junior IT staff* Maintain and continuously improve the Service Desk knowledge base to ensure accurate, up to date documentation for common issues, procedures and user guides.* Implements and maintains IT security policies, including access controls and data protection measures.* Conducts regular security audits and promptly addresses vulnerabilities across end user devices.* Collaborate with cross functional teams to ensure timely resolution of various projects, request or issues and maintain effective communication with end users.**Team Leadership & Development*** Provide coaching, guidance, and daily support to junior service desk and EUC staff to uplift team capability and service quality.* Conduct regular performance reviews, set clear expectations, and identify training needs.* Foster a collaborative team culture focused on continuous learning, accountability and service excellence.**IT Asset Management*** Ensure full visibility and control of IT hardware and software assets, with emphasis on compliance with insurance regulatory requirements (e.g. BNM, ISO27001).* Ensure accurate tracking and management of IT hardware and software assets throughout their lifecycle with emphasis on company compliance standards and requirements.* Support internal and external audits by maintaining clean asset records and software license compliance.* Work closely with information security teams on vulnerability remediation and system lifecycle tracking.**IT Purchasing Operations*** Oversee IT purchasing processes, including sourcing, PO creation, invoice validation and vendor coordination.* Ensure timely procurement and compliance with internal policies and vendor due diligence standards.* Coordinate with finance and procurement on budgeting and asset forecasting tied to IT strategy.*Build a career with us as we help our customers and the community live healthier, longer, better lives.**You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.*