IT Service Desk Supervisor

Private Advertiser; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Private Advertiser in Malaysia is seeking an experienced IT Service Desk Supervisor to oversee the day-to-day operations of the Tier 1 Service Desk team, ensuring service quality and driving improvements.

You will monitor SLA/KPI performance, coach staff, manage escalations and collaborate with internal IT teams to enhance customer satisfaction and user experience through standardized SOPs and reporting.

Qualifications

• Minimum 3 years of experience in IT Service Desk / Helpdesk / IT Support.
• Previous team leadership or supervisory experience preferred.
• Good understanding of ITIL principles and Service Desk best practices.
• Experience managing or monitoring SLA and KPI performance.
• Experience with ITSM/ticketing systems and reporting tools.
• Strong troubleshooting, problem-solving and analytical skills.
• Strong people management, coaching and communication skills.
• Able to manage escalations and work effectively with multiple stakeholders.
• Able to work 100% onsite.

Responsibilities

• Supervise daily operations of the Tier 1 Service Desk team.
• Monitor SLA, KPI, ticket performance and service quality.
• Prepare and contribute to operational and performance reporting.
• Implement and maintain standardized SOPs, workflows and escalation procedures.
• Coach, mentor and provide training to Service Desk Agents.
• Act as an escalation point for operational and technical issues.
• Coordinate with internal IT teams and relevant stakeholders to resolve escalated incidents.
• Monitor team productivity, attendance and overall performance.
• Promote knowledge sharing and continuous improvement within the team.
• Support initiatives to improve customer satisfaction and user experience.

Skills

ITIL principles

SLA monitoring

Team leadership

Communication skills

Analytical thinking

Escalation management

Tools

ITSM / ticketing systems

Reporting tools

Job description

We are seeking an experienced IT Service Desk Supervisor to oversee the day-to-day operations of our Service Desk team.

The role is responsible for ensuring service quality, monitoring SLA/KPI performance, managing escalations, coaching team members and driving continuous improvement across Service Desk operations.

Key Responsibilities

Supervise daily operations of the Tier 1 Service Desk team.

Monitor SLA, KPI, ticket performance and service quality.

Prepare and contribute to operational and performance reporting.

Implement and maintain standardized SOPs, workflows and escalation procedures.

Coach, mentor and provide training to Service Desk Agents.

Act as an escalation point for operational and technical issues.

Coordinate with internal IT teams and relevant stakeholders to resolve escalated incidents.

Monitor team productivity, attendance and overall performance.

Promote knowledge sharing and continuous improvement within the team.

Support initiatives to improve customer satisfaction and user experience.

Requirements

Minimum 3 years of experience in IT Service Desk / Helpdesk / IT Support.

Previous team leadership or supervisory experience is strongly preferred.

Good understanding of ITIL principles and Service Desk best practices.

Experience managing or monitoring SLA and KPI performance.

Experience with ITSM/ticketing systems and reporting tools.

Strong troubleshooting, problem-solving and analytical skills.

Strong people management, coaching and communication skills.

Able to manage escalations and work effectively with multiple stakeholders.

Able to work 100% onsite.