IT Service Desk Lead - 24x7 Operations & SLAs

Master Concept International Limited; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology firm in Kuala Lumpur is seeking an experienced IT Operation Manager to oversee IT operations and ensure high levels of customer satisfaction. Candidates should be proficient in Cantonese, Mandarin, and English, possess a Higher Diploma or Degree in Computer Science, and have 3-5 years of IT support experience. The role involves managing service desk tasks and leading a team to resolve customer issues efficiently.

Qualifications

• Minimum 3-5 years experience in Service Desk or help desk environment.
• Experience in IT service management (ITSM) frameworks.
• Passed ITIL v3/v4 Foundation examination.

Responsibilities

• Act as primary contact for escalated customer issues.
• Supervise IT operations engineers and manage service desk team.
• Develop and maintain standard operating procedures.

Skills

Cantonese

Mandarin

English

Leadership

Problem-solving

Communication

Education

Higher Diploma/Degree in Computer Science or related disciplines

Tools

Java

Java Script

Open JDK

.NET

Job description

A leading technology firm in Kuala Lumpur is seeking an experienced IT Operation Manager to oversee IT operations and ensure high levels of customer satisfaction. Candidates should be proficient in Cantonese, Mandarin, and English, possess a Higher Diploma or Degree in Computer Science, and have 3-5 years of IT support experience. The role involves managing service desk tasks and leading a team to resolve customer issues efficiently.