Global IT Proximity Support Manager

Imerys; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

Imerys is seeking an experienced Customer Care Manager to lead proximity IT support for APAC from Kuala Lumpur or Shanghai. The role focuses on delivering Level 2 services, coaching teams, and maintaining strong service delivery metrics across regions.

Key responsibilities include strategy execution, knowledge base enrichment, and cross-functional collaboration with IT teams to resolve end-user issues efficiently. Strong leadership and bilingual capabilities are valued.

Qualifications

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

Responsibilities

• Strategy: Ensure level 2 proximity IT support services are implemented and running efficiently.
• Provide consistent, personalized, reliable, and friendly support services for proximity support needs.
• Lead and manage APAC proximity support team; direct, organize, schedule and monitor activities.
• Coach and mentor individuals and teams to address development needs.
• Manage proximity support KPIs and act as primary escalation for proximity support needs.
• Coordinate with IT teams to resolve issues for end-users in a timely manner.

Skills

IT service management

Leadership

Communication

Education

Bachelor’s or Master’s in Computer Engineering/CS/IT

Tools

ServiceNow

Job description

Imerys is seeking an experienced Customer Care Manager to lead proximity IT support for APAC from Kuala Lumpur or Shanghai. The role focuses on delivering Level 2 services, coaching teams, and maintaining strong service delivery metrics across regions.

Key responsibilities include strategy execution, knowledge base enrichment, and cross-functional collaboration with IT teams to resolve end-user issues efficiently. Strong leadership and bilingual capabilities are valued.