GLOBAL SERVICE DESK MANAGER

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

• 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.