Global Service Desk Lead — Multi-Region ITSM & Outage

Bizlink Group; Penang; On-site; MYR 180,000 - 320,000; Full time

Job summary

Bizlink Group in Penang seeks a senior IT Service Management leader to direct global Service Desk operations across APAC, the Americas, and Europe. You will coach regional leads, break down silos, and ensure seamless hand-overs across time zones.

The role requires 8+ years in ITSM with 3–4 years managing remote teams, a strong ITIL background, and a degree in CS/IT/Business or equivalent. Expect to standardize quality and drive KPIs while translating deployments into practical SOPs.

Qualifications

• 8+ years in ITSM with 3–4 years supervising remote regional teams.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent practical experience).
• Deep ITIL knowledge; ITIL Foundation certification is a strong plus.

Responsibilities

• Direct, coach, and support Service Desk Team Leads across APAC, the Americas, and Europe.
• Standardize global support quality and optimize KPIs like MTTR and FCR.
• Translate deployments into clear SOPs for local IT and business staff.
• Act as primary operational contact during outages and major incidents.
• Provide transparent, data-driven dashboards to the Service & Operations Director.

Skills

ITSM

Multi-region leadership

ITIL knowledge

Education

Bachelor's degree or equivalent

Job description

Bizlink Group in Penang seeks a senior IT Service Management leader to direct global Service Desk operations across APAC, the Americas, and Europe. You will coach regional leads, break down silos, and ensure seamless hand-overs across time zones.

The role requires 8+ years in ITSM with 3–4 years managing remote teams, a strong ITIL background, and a degree in CS/IT/Business or equivalent. Expect to standardize quality and drive KPIs while translating deployments into practical SOPs.