Manager, IT Helpdesk & Support, KUL

AirBorneo; Kuching; On-site; MYR 80,000 - 110,000; Full time

Job summary

AirBorneo is seeking a Manager for IT Helpdesk & Support based in Kuching, Sarawak. This role involves overseeing the technical support services at KLIA T1 and ensuring high-performing support for airport operations. The ideal candidate will have a Bachelor's degree in IT, extensive experience in IT Support, and a strong background in service management tools. You will be responsible for leading a team, managing compliance with data security standards, and driving process improvements for support efficiency.

Qualifications

• 7–10 years of experience in IT Support with at least 5 years dedicated to Helpdesk/Service Desk Operations.
• 3+ years in a leadership or senior supervisory role.
• Experience managing high-pressure, 24/7 technical support environments.

Responsibilities

• Own the roadmap for the regional support desk and optimize end-user services.
• Lead technical support operations across KLIA T1 managing infrastructure.
• Drive automation adoption for efficient support and regional deployments.

Skills

Enterprise Service Management tools

Windows administration

macOS administration

Mobile OS administration

Active Directory administration

Customer service metrics

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Jira Service Management

Job description

The Manager, IT Helpdesk & Support, KUL is responsible for the strategic leadership and day-to-day management of IT technical support services across AirBorneo’s KLIA T1-based facilities. This role ensures that regional staff and airport operations receive high-performing, responsive, and resilient technical assistance. The position serves as the primary authority for regional service desk governance and incident management, coordinating closely with other IT sister departments and units based at AirBorneo HQ in Kuching, Sarawak, to support AirBorneo’s 24/7 global airline operations.

Key Responsibilities

• Own the roadmap for the regional support desk and the optimization of end-user services.
• Follow defined service level standards, incident response protocols, and escalation patterns from HQ.
• Ensure regional support structures meet airline-grade reliability, maintaining business continuity for critical airport desk operations.

Regional IT Operations

• Lead technical support operations across KLIA T1, managing hardware (Laptops/Desktops), peripherals, and local office infrastructure.
• Oversee local area networking issues, including Wi‑Fi connectivity, VPN troubleshooting, and local printing services.
• Manage local user access requests and hardware provisioning to ensure compliance with the principle of least privilege.

Resource & Asset Management

• Follow established practices to monitor, analyze, and optimize regional IT asset spend.
• Enforce and implement IT HQ asset tagging policies and inventory audits to ensure maximum ROI on hardware investments.
• Provide monthly service performance reports and equipment lifecycle forecasting to IT Leadership.

Automation & Process Improvement

• Drive the adoption of IT self‑service portals and automated ticketing workflows to ensure repeatable and efficient support.
• Support regional deployments by providing on‑site assistance and automated software distribution hooks for IT Application teams.
• Coordinate with IT HQ to implement automated system updates and remote troubleshooting policies.

Compliance & Data Security

• Partner with the IT Security team to implement endpoint security and threat protection.
• Ensure all regional workstations and user data handle comply with regulatory requirements and standards, such as Cyber Security Act 2024 (Act 854), PDPA 2024, etc., and internal security hardening standards.
• Manage local backup procedures for critical regional workstations.
• Manage relationships with local hardware vendors and third‑party technical maintenance partners in KLIA T1.
• Review service updates from vendors to assess impact or improvement opportunities for regional offices.
• Monitor and enforce vendor Service Level Agreements (SLAs) for on‑site repairs and maintenance.
• Lead and upskill a team of Helpdesk Technicians and Support Engineers based in KLIA T1.
• Govern IT resources through the enforcement of HQ IT policies and hardware standards.

Maintain comprehensive technical documentation and a regional IT service catalogue.

Qualifications & Experience

Required

• Bachelor’s degree in IT, Computer Science, or a related field.
• 7–10 years of experience in IT Support, with at least 5 years dedicated to Helpdesk/Service Desk Operations.
• 3+ years in a leadership or senior supervisory role.
• Deep technical expertise in:
  • Enterprise Service Management tools (e.g., ServiceNow, Jira Service Management).
  • Windows/macOS/Mobile OS administration and endpoint management.
  • Active Directory/Office 365 administration.
• Experience managing high‑pressure, 24/7 technical support environments.

Preferred

• Experience with multi‑site regional support and remote management tools.
• Knowledge of ITIL frameworks and customer service metrics (CSAT/NPS).
• ITIL Foundation or Intermediate Certification
• CompTIA A+ or Network+
• Apple Certified Support Professional (ACSP)