Manager, Tech Support

Segi Fresh; Selangor; On-site; MYR 90,000 - 130,000; Full time

Job summary

Segi Fresh is seeking an experienced Tech Support Manager to lead Level 1 IT helpdesk across our stores, HQ and distribution centres in Malaysia. You will oversee incident management, user support, hardware procurement and service management to keep retail operations running smoothly.

The role requires 5–8 years in IT support with leadership experience and familiarity with POS, RMS, WMS and ITSM processes. Office base in Selangor, with a move planned to Wisma Segi, Subang area in 2027.

Qualifications

• Degree or Diploma in IT, Computer Science, Information Systems or related discipline.
• 5–8 years IT support / service desk / technical support experience, preferably with team leadership.
• 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 across stores, HQ and DC.
• Support POS, RMS, WMS, HHT, PCs/laptops, printers, scales, LCD displays, network and Wi‑Fi.
• Manage tickets, troubleshooting, SLA, escalation and closure.
• Coordinate with Level 2/3 teams, system owners and vendors for unresolved or critical issues.
• Establish support procedures, knowledge sharing and continuous service improvement.
• Participate in rotational weekend standby / on‑call support and ensure coverage.

Skills

Leadership

Incident management

Vendor coordination

IT support

Education

Degree or Diploma in IT

Tools

ITSM

POS

RMS

WMS

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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.