Manager/Senior Manager, IT Service & Knowledge Management

Confidential Careers; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Confidential Careers is seeking an IT Service Team Lead to run a high-quality service operation today and drive automation tomorrow. You will own the end-to-end service experience, build a scalable knowledge base, and lead a team comfortable with complex access issues and design of preventive workflows.

The role requires 5+ years in IT service/ops with 2+ years in a supervisory capacity, strong ITSM experience, and fluency in English with working Mandarin.

Qualifications

• 5+ years in IT service / helpdesk / IT operations roles, with 2+ years in a team lead or supervisory capacity.
• Strong grasp of ITSM principles and hands-on experience with ticketing and service platforms (e.g. ServiceNow, Jira Service Management, Freshservice).
• Proven experience building or significantly improving a knowledge base that reduces ticket volume.
• Hands-on with account & access management: AD/Entra ID, SSO/IdP, MDM, Google Workspace or Lark.
• Practical experience with workflow automation tools to reduce manual steps.
• Strong data awareness: tracking metrics and trends to justify improvements.
• Fluent English essential; working Mandarin.
• Excellent communicator and cross-team collaborator.
• Exposure to multi-region IT service operations.
• Resume keywords include ITSM, SLA ownership, runbooks.

Responsibilities

• Own day-to-day IT service quality — ticket handling, SLA adherence, first-contact resolution, and employee-facing onboarding/offboarding workflows.
• Ensure readiness for new hires with zero missing permissions and timely hardware provisioning.
• Escalate and triage complex issues; feed learnings back into the knowledge base.
• Track key metrics such as ticket headcount ratio and login failure rates.

Skills

ITSM

Ticketing systems

Knowledge base

Account provisioning

Data analysis

English fluency

Mandarin (working)

Cross-region ops

Team leadership

SLA management

Tools

ServiceNow

Jira Service Management

Freshservice

Zapier/Make/Workato

Active Directory/Entra ID

Google Workspace

Lark admin

MDM

Job description

The Service & Knowledge Management team is the front line of our IT organization — the team that every employee interacts with when something isn't working, when they need access, or when they're onboarding for the first time. But we are not building a traditional helpdesk. Over the next 18 months, we are systematically converting manual, human-handled service into documented knowledge, automated workflows, and self-service capabilities — as part of a broader move toward an All-in-One IT platform.

We are looking for an IT Service Team Lead who can run a tight, high-quality service operation today while relentlessly pushing it toward automation tomorrow. You will own the service experience end-to-end, build the knowledge base that makes automation possible, and lead a team that is equally comfortable resolving a complex access issue and designing the workflow that prevents it from recurring.

What You'll Own

• Own day-to-day IT service quality — ticket handling, SLA adherence, first-contact resolution, and employee-facing experience across onboarding, offboarding, hardware, access, and software.
• Ensure first-week readiness for new hires: zero missing permissions, zero login failures, hardware provisioned on time.
• Act as the escalation point for complex or cross-functional service issues; triage, resolve, and feed learnings back into the knowledge base.
• Track and report on key service metrics: ticket-to-headcount ratio, manual ticket resolution rate, first-week access-gap incidents, and account/login failure rates.

Workflow operations & automation (~40%)

• Map, document, and continuously improve service workflows — from account provisioning and permission management to hardware deployment and software license assignment.
• Drive the team toward zero-touch and automated provisioning: identify manual steps that can be eliminated through rule engines, workflow automation, or self-service tooling.
• Work closely with the IT Solutions team to translate repeatable service patterns into deployable automated workflows.

Knowledge management (~30%)

• Build and maintain a structured, searchable knowledge base that captures how things are done — not just for end users, but for the team itself.
• Establish a discipline of turning every resolved incident, every new workflow, and every system change into documented knowledge.
• Ensure the knowledge base actively reduces inbound ticket volume and supports self-service; measure and report on deflection rates.
• Partner with IT Business Partners to stay current on business unit policies, onboarding processes, and access requirements — and reflect those in documentation.

Team leadership

• Lead, coach, and develop the service team; build capability in both technical operations and knowledge discipline.
• Manage workload distribution and escalation paths; maintain team readiness as the business scales across regions.
• Contribute to IT asset planning — hardware stock, provisioning lead times by region, and lifecycle tracking.

What We're Looking For

• 5+ years in IT service / helpdesk / IT operations roles, with 2+ years in a team lead or supervisory capacity.
• Strong grasp of IT service management (ITSM) principles and hands-on experience with ticketing and service platforms (e.g. ServiceNow, Jira Service Management, Freshservice, or equivalent).
• Proven experience building or significantly improving a knowledge base or documentation system — not just writing articles, but creating a system that others maintain and that measurably reduces ticket volume.
• Hands-on with account & access management: Active Directory / Entra ID, SSO/IdP, MDM, Google Workspace or Lark administration.
• Practical experience with workflow automation tools (e.g. Zapier, Make, Workato, or scripting) to reduce manual service steps.
• Strong data awareness: comfortable tracking service metrics, spotting trends, and using data to make the case for process improvements.
• Fluent English (written and spoken) essential for documentation quality, cross-team communication, and stakeholder reporting; working proficiency in Mandarin.
• Excellent communicator — able to manage employee expectations, report upward clearly, and collaborate laterally with the Solutions teams.
• Exposure to multi-region or cross-border IT service operations.
• IT service operations & ITSM — resume keywords: ITSM, ticketing system, SLA management, incident management, onboarding/offboarding, account provisioning, MDM, Google Workspace / Lark admin.
• Basic data analysis skills to build service dashboards and track KPIs independently.
• Service mindset with a systems lens — instinct to fix the root cause and build the system, not just close the ticket; resume keywords: process improvement, knowledge management, ITSM, SOP, runbook.
• Team coaching & operations management — keeping a team effective, consistent, and growing in a fast-moving environment; resume keywords: team lead, coaching, shift management, SLA ownership, performance tracking.

Nice to Have

• Experience rolling out or administering an AI-assisted service layer (e.g. IT chatbot, agent-assisted triage).