Information Technology Delivery Manager

Valuelabs; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Valuelabs in Kuala Lumpur seeks an experienced EUC IT Service Delivery Leader to oversee daily helpdesk operations and drive continuous service improvement. You will mentor L1–L3 staff, manage major incidents and escalations, and align ITIL processes with business goals.

Utilize MS 365, Intune, Entra ID, Azure AD, and PowerShell automation to streamline tasks. Coordinate with vendors and leadership to sustain high service levels.

Qualifications

• 8+ years of IT service delivery experience in EUC within enterprise MSP environments.
• Proven leadership of L1–L3 support teams and performance reviews.
• Strong incident and escalation management with ITIL familiarity.
• Experience with ServiceNow, Zendesk or Freshdesk ticketing tools.
• Hands-on MS 365, Entra ID, Intune, Azure AD administration.
• Scripting and automation using PowerShell to streamline tasks.

Responsibilities

• Oversee daily helpdesk operations and ensure timely ticket resolution.
• Lead L1–L3 support staff, mentor and review performance.
• Manage incidents and major escalations.
• Implement ITIL processes to improve efficiency and reduce tickets.
• Oversee tools and asset systems (ServiceNow, Zendesk, Freshdesk).
• Monitor KPIs such as response time and backlog.
• Facilitate stakeholder communication between tech teams, business units, vendors, and leadership.

Skills

IT service delivery

EUC expertise

Microsoft 365 Administration

Intune

Entra ID / Azure AD

Conditional Access

MFA

PowerShell automation

ITIL

Stakeholder communication

Team leadership

Tools

ServiceNow

Zendesk

Freshdesk

Active Directory

DNS

DHCP

Windows Server

Windows 10/11

SharePoint Online

Exchange Online

Group Policy

Job description

Around 8 -15 years of experience IT service Delivery Expertise in EUC in an enterprise managed services environment Microsoft 365 Administration (Exchange Online, Teams, SharePoint Online, OneDrive) Microsoft Intune & Endpoint Manager Entra ID (Azure AD), Conditional Access, MFA Windows Server & Windows 10/11 Administration PowerShell scripting and automation Active Directory, DNS, DHCP, Group Policy.

• Oversee daily helpdesk operations, ensure timely ticket resolution.
• Team Leadership: Manage L1–L3 support staff, mentor and review performance.
• Incident & Escalation Management: Handle major incidents and complex issue escalations.
• Process Improvement: Implement ITIL frameworks to boost efficiency and reduce ticket volume.
• System Oversight: Manage tools (ServiceNow, Zendesk, Freshdesk) and asset systems.
• Performance Monitoring: Track KPIs like response time, resolution rate, backlog.
• Stakeholder Communication: Bridge between technical teams, business units, vendors, and leadership.