GLOBAL SERVICE DESK MANAGER

BizLink Holding Inc; Malaysia; On-site; MYR 180,000 - 240,000; Full time

Job summary

BizLink Holding Inc. seeks a seasoned leader to head global Service Desk operations across APAC, the Americas, and Europe, driving performance, standardizing processes, and ensuring high customer satisfaction.

You will coach regional leads, shape hiring roadmaps, and own KPIs while translating complex deployments into clear SOPs for local staff. Hitting major incidents, coordinating cross-region responses, and delivering data-driven dashboards to the Service & Operations Director are key parts

Qualifications

• 8+ years in ITSM with multi-regional team leadership.
• Bachelor's degree in CS/IT/Business or equivalent.
• Strong ITIL knowledge and Change Management experience.
• Willingness to align across time zones.

Responsibilities

• Lead global Service Desk operations across APAC, Americas, and Europe.
• Coach and support regional leads for cross-regional consistency.
• Oversee hiring and onboarding roadmap for Europe and America teams.
• Own global Service Desk KPIs including MTTR and FCR.
• Translate deployments into SOPs for local staff.
• Coordinate major outages and communicate with stakeholders.
• Provide dashboards highlighting gaps and technical debt early.

Skills

ITSM

ITIL knowledge

Multiregional leadership

KPI management

Stakeholder communication

Education

Bachelor's degree in CS/IT/Business

Tools

ITIL Foundation

Job description

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.

• 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.

BizLink is looking for the best & brightest talent

No matter the location, or the role, every BizLink employee shares one mission: Make interconnection easier to improve the quality of life and turn customers' innovative ideas into reality.

Have questions about our positions? Feel free to email us at: [e-mail]