IT Helpdesk Supervisor (Chinese Market)

ServiceOne Limited; Kuala Lumpur; On-site; MYR 72,000 - 110,000; Full time

Job summary

ServiceOne Limited in Kuala Lumpur is seeking a seasoned IT Service Desk Supervisor to lead a 15-member, multi-shift team. You will oversee incident handling, mentor staff, and coordinate with vendors to maintain SLA compliance while communicating clearly with stakeholders.

Fluency in Mandarin and English is required, with strong analytical and leadership skills to drive RCA, process improvements, and performance reporting.

Qualifications

• Minimum 5 years' experience in an IT Service Desk environment, with supervisory experience.
• Strong analytical and communication skills, capable of reporting and time management.
• Ability to lead a multi-shift team and handle escalations effectively.

Responsibilities

• End-to-End incident management from detection to resolution, guiding outages with vendors.
• Communicate status, downtime and updates to stakeholders and users.
• Perform post-incident root cause analysis and implement corrective actions.
• Ensure all support activities are documented and logged in the system.
• Maintain and update technical documentation and internal knowledge base.
• Recommend service improvements based on analysis and feedback.
• Prepare reports to identify trends and forecast resource needs.
• Assist in staff management including duty rosters, mentoring, training and performance assessment.
• Collaborate with vendors and internal IT teams for escalation and resolution.
• Coach, motivate and develop team members; provide remote support when needed.
• Handle ad-hoc tasks as required by Management.

Skills

IT Service Desk

Team Leadership

Incident Management

Vendor Coordination

Remote Support

Troubleshooting

Tools

Windows OS

Networking

Microsoft Office

Job description

• Supervise and support the service desk team to ensure timely resolution of incidents and service requests, fostering a culture of accountability and speed.
• Handle Level 1.5 to Level 2 escalations with technical precision, ensuring SLA compliance without compromising user experience.
• Support China users primarily in their native language, using English only when required for vendors, non-China users and internal parties.
• End-to-End incident management, from detection to resolution. Lead teams and vendors during outages to troubleshoot and resolve issues. Serve as the primary communicator to stakeholders and users on status, downtime and updates.
• Conduct post-incident root cause analysis and implement corrective actions.
• Ensure all support activities are properly documented and logged in the system, maintaining data integrity for accurate reporting.
• Maintain and update technical documentation and the internal knowledge base, empowering the team to resolve issues faster and reduce recurring incidents.
• Make and implement recommendations for service improvements based on root cause analysis and team feedback.
• Prepare reports and analyse data to identify trends, forecast resource needs, and pinpoint areas for process improvement.
• Assist in staff management, including duty roster, recruitment, mentoring, training, target setting, and performance assessment.
• Collaborate with vendors and internal IT teams for seamless issue escalation and resolution, acting as the bridge between the desk and engineering.
• Coach, motivate, and develop team members to achieve operational excellence and individual career growth.
• Provide remote support for hardware, software, and network issues as a player-coach, guiding the team through complex troubleshooting.
• Perform any other ad-hoc tasks as required by Management.
• Fluent in MANDARIN and ENGLISH (spoken and written).
• Minimum 5 years' experience in an IT Service Desk environment, with at least 2 years in a supervisory or leadership role.
• Proven experience leading a team of around 15 members in a multi-shift support setup.
• Demonstrates strong analytical and communication capabilities, with a structured approach to reporting and time organization.
• Experience in handling the full cycle of incident management.
• Accountable and proactive, with the ability to perform effectively under pressure.
• Solid technical knowledge in Windows OS, Microsoft Office, hardware, and networking.
• Experience providing remote support for laptops, desktops, and LAN/application issues.
• Willing to work rotational shifts (inclusive of Public Holidays/Sat/Sun).
• 5-day work
• 10-minute walking distance from/to Kerinchi LRT