Information Technology Manager

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

Job summary

Confidential Careers in Kuala Lumpur is seeking an IT Service Team Lead to run front-line IT support, partner with engineering and infrastructure to automate workflows, and scale the IT platform.

You will lead a hands-on support team, manage daily service levels, and drive knowledge management and SOP updates, while mentoring junior staff and improving operational efficiency through data-driven improvements.

Qualifications

• 3–5 years in IT service management or helpdesk, with at least 1 year in a lead or supervisory role.
• Hands-on with AD/Entra ID/Okta, Intune, Jamf, Google Workspace, and Microsoft 365.
• Experience with Jira Service Management, ServiceNow, or Freshservice.
• Ability to pull metrics and build dashboards.
• Excellent English communication; Mandarin a plus.
• Systems thinking and mentoring mindset.

Responsibilities

• Manage daily IT service quality, SLAs, first-contact resolution, and onboarding hardware provisioning.
• Serve as escalation point for complex issues; document runbooks and insights.
• Track core service metrics: ticket volume, resolution times, hardware inventory.
• Ensure zero missing permissions and proper device provisioning for new hires.
• Identify tasks for automation and collaborate with senior engineers to automate provisioning and requests.
• Map and document workflows for software licensing, account lifecycles, device deployment.
• Build and maintain workflow rules, triggers, and self-service catalogs.
• Monitor automation adoption and optimize workflows to reduce manual tickets.
• Own creation and maintenance of IT knowledge base; update SOPs with changes.
• Measure KB utilization and deflection; collaborate cross-functionally with policies and regional needs.

Skills

ITSM

Helpdesk

Team leadership

Documentation

Dashboards

English comms

Tools

Active Directory

Entra ID

Okta

Intune

Jamf

Google Workspace

Microsoft 365

Jira Service Management

ServiceNow

Freshservice

Zapier

Make

Job description

As an IT Service Team Lead, you will act as the operational engine of our front-line IT support function. While you will ensure our day-to-day helpdesk runs seamlessly, your primary focus will be partnering with engineering and infrastructure teams to transform manual processes into automated workflows and robust self-service resources. You’ll lead a hands-on support team, manage daily service levels, and directly contribute to scaling our IT platform.

Core Responsibilities

Service Operations & Delivery (35%)

• Manage daily IT service quality, ensuring adherence to SLAs, optimal first-contact resolution, and an exceptional employee experience across onboarding, hardware provisioning, and access requests.
• Serve as the primary escalation point for complex technical issues, troubleshooting root causes and feeding insights directly into team runbooks.
• Track and report on core service metrics, including ticket volume, resolution times, and hardware inventory levels.
• Guarantee first-week operational readiness for all new hires, ensuring zero missing permissions and properly provisioned devices.

Workflow Automation & Process Improvement (35%)

• Identify manual, repetitive support tasks and collaborate with senior engineering teams to automate provisioning and service requests.
• Map and document existing service workflows—such as software licensing, account lifecycles, and device deployment—to eliminate operational bottlenecks.
• Build and maintain workflow rules, automated triggers, and self-service request catalogs using modern IT administration tools.
• Monitor automation adoption rates and optimize workflows to drive down manual ticket handling.

Knowledge Management & Documentation (30%)

• Own the creation, maintenance, and organization of the IT knowledge base for both internal team runbooks and employee-facing self-service guides.
• Enforce a continuous documentation culture where every resolved edge-case incident or system change updates existing standard operating procedures (SOPs).
• Measure knowledge-base utilization and deflection rates to continually improve self-service containment.
• Partner cross-functionally to align documentation with shifting company policies, software stacks, and regional access needs.

Qualifications

• Experience: 3 to 5 years of total experience in IT service management, helpdesk operations, or IT support, with at least 1 year in a functional lead, senior technician, or supervisory capacity.
• Technical Stack: Hands-on administration experience with Identity Providers (Active Directory, Entra ID, Okta), MDM solutions (Intune, Jamf), and collaboration suites (Google Workspace, Microsoft 365).
• ITSM & Tools: Proficiency with modern ITSM platforms (Jira Service Management, ServiceNow, Freshservice) and familiarity with basic workflow automation tools (Zapier, Make, or simple scripting).
• Analytical Skills: Comfortable pulling service metrics, monitoring ticket trends, and building basic operational dashboards.
• Communication: Exceptional written and verbal communication skills in English, with a strong portfolio of technical documentation or user guides; proficiency in Mandarin is a strong plus.
• Mindset: A systems thinker who prefers fixing root causes over applying temporary bandaids, with a passion for mentoring junior staff and driving operational efficiency.