Global Service Desk Lead - Multi-Region Ops

BizLink Group; George Town; Presencial; MYR 180.000 - 240.000; Jornada completa

Descripción de la vacante

BizLink Group seeks a seasoned leader to drive and optimize its global Service Desk operations across APAC, the Americas, and Europe. You will manage cross-regional teams, KPIs, and onboarding programs, ensuring consistent service quality and high customer satisfaction.

The role requires deep ITIL/ITSM expertise, strong incident management skills, and the ability to translate complex deployments into practical SOPs for staff across time zones. Occasional cross-regional collaboration is expected.

Formación

• 8+ years of progressive experience in ITSM.
• 3-4 years of proven experience directly managing remote, multi-regional teams.
• Deep knowledge of ITIL/ITSM frameworks; ITIL Foundation certification is a strong plus.
• Willingness to align with teams across multiple time zones.

Responsabilidades

• Direct, coach, and support Service Desk Team Leads for APAC, the Americas, and Europe.
• Oversee hiring and onboarding roadmap for Europe and America teams, using APAC as blueprint.
• Own global Service Desk KPIs; optimize MTTR and FCR to maintain high SAT.
• Translate complex deployments into clear SOPs for local IT and business staff.
• Serve as primary operational contact during outages; coordinate global response across regions.
• Provide data-driven dashboards to leadership, highlighting gaps and technical debt.

Conocimientos

ITSM

ITIL

Remote leadership

Change management

Educación

Bachelor's degree in Computer Science / IT / Business

Descripción del empleo

BizLink Group seeks a seasoned leader to drive and optimize its global Service Desk operations across APAC, the Americas, and Europe. You will manage cross-regional teams, KPIs, and onboarding programs, ensuring consistent service quality and high customer satisfaction.

The role requires deep ITIL/ITSM expertise, strong incident management skills, and the ability to translate complex deployments into practical SOPs for staff across time zones. Occasional cross-regional collaboration is expected.