Manager, Tech Support

Segi Fresh; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Dental

Cashless Outpatient

Inpatient Insurance

Travelling & Phone allowances (Manager

Job summary

Segi Fresh is seeking an experienced Tech Support Manager to lead Level 1 IT helpdesk and technical support for our grocery stores, HQ, and distribution centres. The role ensures smooth operations through incident management, user support, vendor coordination, and IT procurement.

Ideal candidates have 5–8 years in IT support with team leadership, familiarity with POS/RMS/WMS tech, and a customer‑focused approach in a dynamic retail environment.

Qualifications

• Degree or Diploma in IT, Computer Science, Information Systems or related discipline.
• 5–8 years of IT support / service desk / technical support experience, preferably with team leadership experience.
• Experience in grocery retail, FMCG, retail, logistics or multi-site operations is highly preferred.
• Experience with IT ticketing / ITSM, SLA, vendor management and hardware procurement.

Responsibilities

• Lead Level 1 IT helpdesk support across stores, HQ and DC.
• Support POS, RMS, WMS, HHT, PCs/laptops, printers, scales, LCD price displays, network, Wi-Fi and other IT equipment / systems.
• Manage tickets, troubleshooting, SLA, escalation and closure.
• Support new store opening, renovation, relocation and IT deployment activities.
• Coordinate with Level 2/3 teams, system owners and vendors for unresolved or critical issues.
• Manage user expectations and communicate technical issues clearly to store, HQ and DC users.
• Monitor vendor performance and SLA, including follow-up on outstanding issues.
• Manage IT hardware procurement, quotation comparison, purchase orders, delivery and deployment.
• Maintain IT asset, warranty and vendor records.
• Review and validate vendor invoices against PO, quotation, delivery / service documents and agreed terms.
• Coordinate with Procurement and Finance on discrepancies, payments and IT cost tracking.

Skills

IT support

Team leadership

Vendor coordination

Customer focus

ITSM

Education

Degree or Diploma in IT/CS

Tools

POS systems

RMS

WMS

HHT

Ticketing systems

Job description

We are looking for an experienced and hands‑on Tech Support Manager to lead Level 1 IT helpdesk and technical support across our grocery stores, HQ and Distribution Centres (DC).

The role is responsible for keeping retail and business operations running smoothly through effective incident management, user support, vendor coordination, hardware procurement and service management. The successful candidate should be customer‑focused, technically strong and able to manage user expectations in a fast‑paced retail environment.

KEY RESPONSIBILITIES

1. IT Helpdesk & Technical Support

• Lead Level 1 IT helpdesk support across stores, HQ and DC.
• Support POS, RMS, WMS, HHT, PCs/laptops, printers, scales, LCD price displays, network, Wi‑Fi and other IT equipment / systems.
• Manage tickets, troubleshooting, SLA, escalation and closure.
• Support new store opening, renovation, relocation and IT deployment activities, including but not limited to the above.
• Manage incidents from ticket creation through resolution, including prioritization and escalation.
• Coordinate with Level 2/3 teams, system owners and vendors for unresolved or critical issues.
• Manage user expectations and communicate technical issues clearly to store, HQ and DC users.
• Monitor vendor performance and SLA, including follow‑up on outstanding issues.
• Manage IT hardware procurement, quotation comparison, purchase orders, delivery and deployment.
• Maintain IT asset, warranty and vendor records.
• Review and validate vendor invoices against PO, quotation, delivery / service documents and agreed terms.
• Coordinate with Procurement and Finance on discrepancies, payments and IT cost tracking.

4. Team & Service Management

• Lead, coach and manage the IT support / helpdesk team.
• Monitor service performance including SLA, ticket backlog, response / resolution time and user satisfaction.
• Establish support procedures, knowledge sharing and continuous service improvement.
• Participate in rotational weekend standby / on‑call support and ensure appropriate coverage.

REQUIREMENTS

Education & Experience

• Degree or Diploma in IT, Computer Science, Information Systems or related discipline.
• 5–8 years of IT support / service desk / technical support experience, preferably with team leadership experience.
• Experience in grocery retail, FMCG, retail, logistics or multi‑site operations is highly preferred.
• Experience with IT ticketing / ITSM, SLA, vendor management and hardware procurement.

TECHNICAL KNOWLEDGE

• Good working knowledge of POS, RMS, WMS, HHT and retail store technology.
• PCs / laptops, printers, scanners, weighing scales, LCD / electronic displays and peripherals.
• Basic network, Wi‑Fi, hardware and software troubleshooting.
• IT ticketing / ITSM systems and incident escalation processes.

Currently office based Kelana Business Centre, Petaling Jaya (near to Glenmarie LRT station)

Moving to Wisma Segi office at Kampung Melayu Subang, Shah Alam Q1‑Q3 2027.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Supermarkets, Grocery & Petrol Retailing 1,001-5,000 employees

We are growing to be the largest fresh food retailer in Malaysia that providing full fresh and local taste products for our customers in every day. We offer a variety of food products from meat and seafood, fruits and vegetables, dried to homemade / tradition ingredients.

We are proudly distinguished our position with other food retailers as we are emphasizing on the Fresh and Quality of the products at all the times by selecting the best from the marine and agriculture farm yet promoting our locally sourced products.

Our supermarket chains are currently centralizing in Selangor, Kuala Lumpur, Putrajaya, Melaka, Negeri Sembilan, Perak and will be soon expanding to north and south of Malaysia by operating 100 stores in the year 2023 to bring greater convenience for our neighborhood vicinity. We value our people and their contributions. With more than 2,000 workforces; we are focusing on the human centrality by involving our employee perspective in all steps of the planning and problem‑solving process and together we are developing our potential employee to be a promising talent and a future leader.

We are cultivating our high‑performance working culture by fostering our core values of Integrity, Passion, Problem Solving, Teamwork and Excellence as our belief to achieve company objectives and continuous improvement. Let’s explore the career opportunities with us today and be part of our committed talent in a dynamic and signature retail experience!

We are growing to be the largest fresh food retailer in Malaysia that providing full fresh and local taste products for our customers in every day. We offer a variety of food products from meat and seafood, fruits and vegetables, dried to homemade / tradition ingredients.

We are proudly distinguished our position with other food retailers as we are emphasizing on the Fresh and Quality of the products at all the times by selecting the best from the marine and agriculture farm yet promoting our locally sourced products.

Our supermarket chains are currently centralizing in Selangor, Kuala Lumpur, Putrajaya, Melaka, Negeri Sembilan, Perak and will be soon expanding to north and south of Malaysia by operating 100 stores in the year 2023 to bring greater convenience for our neighborhood vicinity. We value our people and their contributions. With more than 2,000 workforces; we are focusing on the human centrality by involving our employee perspective in all steps of the planning and problem‑solving process and together we are developing our potential employee to be a promising talent and a future leader.

We are cultivating our high‑performance working culture by fostering our core values of Integrity, Passion, Problem Solving, Teamwork and Excellence as our belief to achieve company objectives and continuous improvement. Let’s explore the career opportunities with us today and be part of our committed talent in a dynamic and signature retail experience!

Perks and benefits

• Medical
• Miscellaneous allowance
• Dental
• Cashless Outpatient
• Inpatient Insurance
• Travelling & Phone allowances (Managerial above)