GLOBAL SERVICE DESK MANAGER

BizLink Group; George Town; On-site; MYR 180,000 - 240,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITSM

ITIL

Remote leadership

Change management

Education

Bachelor's degree in Computer Science / IT / Business

Job description

Overview Of The Position

Lead and optimize global Service Desk operations across APAC, the Americas, and Europe, managing teams, KPIs, hiring, SOPs, major incidents, and cross-regional support processes to ensure consistent service quality and high customer satisfaction.

Overview Of The Position

Lead and optimize global Service Desk operations across APAC, the Americas, and Europe, managing teams, KPIs, hiring, SOPs, major incidents, and cross-regional support processes to ensure consistent service quality and high customer satisfaction.

Key Responsibilities

• 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.

Job Requirements

• 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.