GLOBAL SERVICE DESK MANAGER

BIZLINK INTERCONNECT TECHNOLOGY ( INDIA ) PRIVATE LIMITED; George Town; On-site; MYR 180,000 - 240,000; Full time

Job summary

BizLink Interconnect Technology (India) Private Limited seeks an experienced IT Service Manager to lead a global Service Desk practice across APAC, the Americas and Europe. You will coach regional leads, standardize support quality, and drive rapid incident response while balancing ITIL frameworks with local business needs.

The role requires 8+ years in ITSM, 3–4 years supervising remote teams in a multinational, and a strong foundation in Change Management and Service Transition.

Qualifications

• 8+ years of progressive ITSM experience.
• 3-4 years managing remote, multi-regional teams.
• ITIL Foundation certification is a strong plus.
• Experience executing Change Management and Service Transition in a matrix environment.

Responsibilities

• Direct, coach, and support the Service Desk Team Leads across APAC, Americas, and Europe.
• Oversee hiring and onboarding roadmap for Europe and America teams.
• Own global Service Desk KPIs and optimize MTTR and FCR across regions.
• Translate complex deployments into clear SOPs for local IT and business staff.
• Serve as the primary operational point of contact during incidents.
• Coordinate responses to major global outages across regions and communicate with stakeholders.
• Provide data-driven operational dashboards highlighting gaps and debt.

Skills

ITSM

Remote team leadership

KPI management

ITIL knowledge

Change Management

Service Transition

Stakeholder communication

Global ops

Education

Bachelor's degree in CS/IT/Business

Job description

• Direct, coach, and support the Service Desk Team Leads for APAC, the Americas, and Europe. Break down regional silos, standardize support quality globally, and establish seamless ticket hand-over processes across time zones.
• Oversee the hiring and onboarding roadmap for the Europe and America teams, using the mature APAC footprint as a blueprint to standardize global support quality from day one.
• Take full accountability for global Service Desk KPIs. Continuously optimize response times (MTTR) and first-contact resolution (FCR) rates to maintain high internal customer satisfaction (SAT).
• Translate complex, high-level technical deployments into clear, floor-level standard operating procedures (SOPs) for local IT and business staff. Balance strict global IT compliance with practical, local business productivity.
• Serve as the primary operational point of contact when things hit the fan.
• Orchestrate the response to major global outages across all three regions and ensure clean, timely communication to business stakeholders.
• Monitor global and regional support trends. Provide the Service & Operations Director with transparent, data-driven operational dashboards that call out systemic process gaps and technical debt early.
• Minimum of 8 years of progressive experience in IT Service Management (ITSM), with at least 3-4 years of proven experience directly managing remote, multi-regional teams (specifically supervising regional leads or managers) in a multinational corporation.
• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent practical experience).
• Deep foundational knowledge of ITIL/ITSM frameworks (ITIL Foundation certification is a strong plus), with a proven track record of executing Change Management and Service Transition in a complex matrix environment.
• Flexibility and willingness to occasionally support teams and attend alignment meetings across conflicting time zones.