IT Support Manager

SBM Offshore; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A global maritime services company in Kuala Lumpur seeks an IT Support Manager to provide strategic leadership for the technical support team. You will oversee operations, ensuring the timely resolution of IT issues while managing resources effectively. The ideal candidate has over 5 years of experience in IT support, strong leadership skills, and proficiency in ITIL practices. This role offers an opportunity to impact organizational efficiency and enhance end-user productivity within a dynamic team environment.

Qualifications

• 5+ years in IT support or helpdesk management with leadership experience.
• Proven track record of managing and coaching IT teams.
• Experience in developing IT support policies and customer satisfaction.

Responsibilities

• Oversee technical support operations and ensure timely resolution of IT issues.
• Lead a team of specialists and manage service level agreements (SLAs).
• Implement strategies for continuous improvement and compliance with security standards.

Skills

Leadership

IT support tools

Technical expertise

ITIL framework principles

Communication skills

Education

Bachelor's degree in computer science, IT, or related field

ITIL, CompTIA A+, MCSE certifications

Tools

IT service management (ITSM) tools

Ticketing systems

Job description

Imagine your career taking you to the depths of innovation and the heights of impact. Our people enable continuous progress. Their commitment, collective expertise, and unique capabilities are the engine room behind SBM Offshore’s True. Blue. Transition. - shaping the future of energy, and beyond.

About Us

SBM Offshore is the world’s deepwater ocean-infrastructure expert. Our work is already resulting in cleaner, more efficient energy production. True. Blue. Transition. is our promise to enable that into the future while at the same time using our expertise to support new and existing markets in the blue economy. It starts with Advancing our Core: continuing to advance the decarbonization of traditional energy production. While Pioneering More: helping to enable the energy transition and using our unique capabilities in ocean infrastructure to support more industries to grow sustainably. Sharing our experience for a better blue tomorrow.

Purpose

• Provide strategic leadership and direction for the IT Support team, ensuring efficient delivery of technical assistance and solutions to optimize organizational operations and support end-user productivity

Responsibilities

• Oversee all aspects of technical support operations, ensuring the timely resolution of IT issues to maintain optimal system performance. Responsibilities include leading a team of support specialists, allocating resources effectively, and managing service level agreements (SLAs). Handle escalated incidents, collaborate with other IT teams, and implement strategies for continuous improvement. Additionally, communicate regularly with stakeholders, ensure compliance with security standards, and manage the support budget efficiently. This role requires strong leadership skills, technical expertise, and a focus on delivering high-quality support services to meet organizational needs.

Education

• Bachelor's degree in computer science, information technology, or a related field. Relevant certifications such as ITIL, CompTIA A+, and Microsoft Certified Systems Engineer (MCSE) are highly desirable. Proficiency in English is essential for effective communication with team members, stakeholders, and external vendors. Technical Skills: Proficiency in IT support tools, systems, and methodologies is necessary. Strong familiarity with ITIL framework principles and experience in implementing ITIL best practices within support operations is highly desirable.

Experience

• Minimum of 5 years of experience in IT support, helpdesk management, or a related field, with progressively increasing levels of responsibility and leadership.
• Proven experience in managing and leading a team of IT support specialists, including hiring, training, coaching, and performance management.
• Strong technical background with hands-on experience in providing IT support across hardware, software, and network infrastructure.
• Demonstrated ability to prioritize and delegate tasks effectively to ensure timely resolution of support tickets and incidents.
• Experience in developing and implementing IT support policies, procedures, and best practices to optimize service delivery and ensure customer satisfaction.
• Proficiency in using IT service management (ITSM) tools and ticketing systems to track, monitor, and report on support metrics and KPIs.
• Knowledge of ITIL best practices and frameworks, and experience in implementing ITIL processes such as incident management, problem management, and change management.
• Experience in managing vendor relationships and service level agreements (SLAs) to ensure timely and cost-effective delivery of IT services and support.
• Strong communication skills and the ability to effectively liaise with stakeholders to gather feedback, address concerns, and ensure alignment between IT service delivery and business needs.
• Relevant certifications such as ITIL Foundation, CompTIA IT Operations Specialist (CIOS), or equivalent industry certifications are preferred.

Functional Competencies

Governance, Risk and Control Analytics and reporting IT Tools and application Business Partnering Incident Management Negotiation Change Management People management Planning Technical Data Management

General Information

SBM Offshore N.V. is a listed holding company that is headquartered in Amsterdam. It holds direct and indirect interests in other companies that collectively with SBM Offshore N.V. form the SBM Offshore Group (“the Company”). For further information, please visit our website at www.sbmoffshore.com. The companies in which SBM Offshore N.V., directly and indirectly, owns investments are separate entities.

SBM Offshore is proud to be an Equal Employment Opportunity and affirming action employer. SBM Offshore does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.