Assistant Service Operations Manager (IT Support) - Trilingual

Master Concept International Limited; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology firm in Kuala Lumpur is seeking an experienced IT Operation Manager to oversee IT operations and ensure high levels of customer satisfaction. Candidates should be proficient in Cantonese, Mandarin, and English, possess a Higher Diploma or Degree in Computer Science, and have 3-5 years of IT support experience. The role involves managing service desk tasks and leading a team to resolve customer issues efficiently.

Qualifications

• Minimum 3-5 years experience in Service Desk or help desk environment.
• Experience in IT service management (ITSM) frameworks.
• Passed ITIL v3/v4 Foundation examination.

Responsibilities

• Act as primary contact for escalated customer issues.
• Supervise IT operations engineers and manage service desk team.
• Develop and maintain standard operating procedures.

Skills

Cantonese

Mandarin

English

Leadership

Problem-solving

Communication

Education

Higher Diploma/Degree in Computer Science or related disciplines

Tools

Java

Java Script

Open JDK

.NET

Job description

Responsibilities

As an IT Operation Manager and direct report to HK Headquarters, your typical day might include the following:

• Act as the primary point of contact for escalated customer reported issues, ensuring prompt investigation and resolution while maintaining a high level of professionalism and customer satisfaction
• Supervise the IT operations engineers, offering guidance and support to ensure the team operates smoothly
• Develop and ensure roster reflects the necessary skills and qualifications of the staff members assigned
• Share the roster with all team members well in advance. Provide clear information about their assigned shifts, any changes, and the process for requesting swaps or adjustment
• Oversee and prioritize daily IT tasks, ensuring timely issue resolution and efficient service delivery to customers
• Manage the Service Desk Ticketing System and provide regular reports for management review and provide suggestions for improvement
• Ensure all requests and incidents are logged, escalated, tracked, and resolved according to established SLAs
• Provide prompt responses and clear communication to customers
• Develop, enhance, and maintain standard operating procedures, ensuring compliance with documentation practices
• Establish and manage a 24x7 Tier 1 and 2 Service Desk Team

Qualifications

• Seeking candidates proficient in Cantonese, Mandarin and English to effectively communicate with multinational clients
• Higher Diploma/Degree Holder in Computer Science, Information Systems or related disciplines
• Proven experience in IT support roles, with a minimum of 3-5 years in a Service Desk or help desk environment
• Experience in Java, Java Script, Open JDK, and .NET programming
• Experience in cloud services and cybersecurity services is preferred
• Experience in a supervisory or leadership role is preferred
• Experience with IT service management (ITSM) frameworks and familiar with service desk ticketing systems
• Strong understanding of ITIL framework and best practices
• Passed ITIL v3/v4 Foundation examination
• Knowledge of ITIL-based service management processes including incident, problem and change management and ISO20000 best practices is preferable.
• Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and meet deadlines.
• Strong problem-solving and decision-making abilities, with a focus on providing excellent customer service and user satisfaction.
• Effective communication and interpersonal skills, with the ability to interact with technical and non-technical stakeholders at all levels of an organization.

Other Requirements

• Willing to work in a competent, challenging and team-working environment
• Willing to learn new technology
• Work closely with Managed Service Provider Team which provides professional IT support and maintenance services, cloud services, cybersecurity services and system capacity planning for enterprise and government departments
• Proficiency in Cantonese, English, and Mandarin