Regional Service Desk Manager - APAC (Mid-Senior Level)

ERM; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

ERM is seeking an experienced Regional Service Desk Manager to lead the APAC Service Desk and 2nd Line Support. The role emphasizes operational leadership, customer satisfaction, and adherence to global standards, reporting to the Global Service Delivery Manager.

It suits a senior service desk or IT support professional expanding into a broader leadership remit. Key responsibilities include managing incident lifecycle, resource planning, and coordinating with global forums to deliver consistent

Qualifications

• 3-5+ years leading a Service Desk or IT Operations team.
• Proven track record in customer-focused service delivery.
• Experience in ITIL-based processes: Incident, Request, Problem, Major Incident.

Responsibilities

• Lead APAC Service Desk and 2nd Line Support teams to meet SLAs and KPIs.
• Escalate and resolve major incidents with regional stakeholders.
• Oversee staffing, shift planning, and resource allocation.
• Drive service improvements and knowledge sharing across teams.

Skills

Service Desk Leadership

Customer Experience

ITIL-based support

Incident & Major Incident Mgmt

Stakeholder Management

Education

ITIL Foundation certification

Tools

Windows 11

Microsoft 365

Endpoint Technologies

Job description

Environmental Resources Management (ERM) is a leading global provider of environmental, health, safety, risk, social consulting and sustainability related services to some of the worlds leading organisations. We assist companies in understanding their social and environmental impact.

With more than 8,000 people working across 40+ countries and territories from over 140 offices worldwide, ERM is committed to delivering services that are consistent, professional, and of the highest quality, creating lasting value for our clients. As the world's largest specialist sustainability consultancy, ERM partners with leading organisations to address complex sustainability challenges, helping them build resilience, accelerate business transformation, and create sustainable value through practical, innovative solutions.

Role Summary

The Regional Service Desk Manager is responsible for the day-to-day leadership and management of ERM's APAC Service Desk and 2nd Line Support teams. The role focuses on operational service delivery, customer satisfaction, people leadership, service performance, and stakeholder management. Acting as the primary escalation point for regional business stakeholders, the successful candidate will ensure high-quality support services are delivered consistently and in line with globally defined standards and objectives.

Reporting to the Global Service Delivery Manager, the Regional Service Desk Manager works alongside peer Regional Service Desk Managers in other regions and is responsible for executing ERM's global Service Delivery strategy within APAC. The role is not responsible for defining regional IT strategy or leading large-scale transformation programmes. Instead, success is achieved through strong operational leadership, effective team management, excellent customer engagement, and consistent execution of globally agreed processes, policies, and service standards.

This role is ideally suited to an experienced Service Desk Manager, IT Support Manager, or Senior Service Desk Team Lead looking to broaden their leadership responsibilities within a global organisation.

Service Delivery & Operations

• Lead the day-to-day operation of the APAC Service Desk and 2nd Line Support teams.
• Ensure regional performance against agreed SLAs, KPIs, customer satisfaction targets, and operational objectives.
• Deliver and uphold ERM's globally defined Service Delivery standards, processes, policies, and best practices.
• Monitor ticket queues, backlog, service performance, and workload distribution to ensure effective service delivery.
• Ensure appropriate regional coverage through effective resource planning, shift management, and absence management.
• Oversee end-user support services including incident management, request fulfilment, endpoint support, and workplace technologies.
• Act as the operational owner for regional Major Incidents and coordinate response efforts during business-critical service disruptions.
• Review service performance data and identify practical opportunities to improve service quality, efficiency, and user experience.
• Monitor incident and request trends and collaborate with Problem Management teams to proactively address recurring issues.

Business & Stakeholder Management

• Act as the primary operational escalation point for business stakeholders within the APAC region.
• Build strong working relationships with regional business leaders and key stakeholders.
• Take ownership of significant service issues, escalations, and customer concerns through to successful resolution.
• Ensure stakeholders receive regular communication regarding service performance, major incidents, and ongoing service improvements.
• Represent APAC operational requirements within global Service Delivery forums and meetings.

People Leadership

• Lead and develop Service Desk Team Leaders and Support Teams across the APAC region.
• Foster a culture of accountability, collaboration, customer service, and continuous learning.
• Manage recruitment, onboarding, performance management, coaching, development, and succession planning activities.
• Ensure team members understand and follow ERM's service management processes and operational standards.
• Support the professional growth and career development of team members.

Regional Support Activities

• Coordinate Service Desk and End User Support activities for office openings, office moves, office closures, acquisitions, and integration activities.
• Oversee regional asset management processes and lifecycle management activities.
• Support regional hardware, software, and endpoint deployment programmes in accordance with ERM standards.
• Assist with regional budgeting, purchasing, forecasting, and supplier engagement activities as required.
• Support implementation of global service improvements, tools, and operational initiatives.

Essential

Knowledge, Skills & Experience

• 3-5+ years of experience managing a Service Desk, End User Support, IT Support, or IT Operations team.
• Proven experience leading Team Leaders, Service Desk Analysts, Desktop Support Engineers, or Endpoint Support teams.
• Strong customer service focus with a passion for delivering excellent user experiences.
• Experience managing business escalations and stakeholder relationships.
• Experience working within a structured ITIL-based support environment.
• Strong understanding of Incident, Request, Knowledge, Major Incident, and Problem Management processes.
• Experience managing operational KPIs such as SLA performance, customer satisfaction, backlog management, ticket quality, and team productivity.
• Strong working knowledge of Microsoft Windows 11, Microsoft 365, and modern endpoint technologies.
• Excellent communication, leadership, coaching, and people management skills.
• Ability to remain calm and make effective decisions in high-pressure situations.
• Experience working within a global or multi-regional organisation.

Desirable

• ITIL Foundation certification.
• Experience within a professional services environment.
• Experience supporting geographically distributed teams.
• Experience coordinating office openings, relocations, acquisitions, or similar business-as-usual IT activities.

APAC Ready to Lead Way

At ERM, your work creates impact that matters, helping global organizations tackle the most pressing sustainability challenges while shaping a better future for communities and the environment. Our vision is to empower you to grow, lead, and innovate alongside world-class clients on transformative projects. We prioritize wellbeing, continuous learning, and an inclusive culture where collaboration, expertise, and purpose drive meaningful impact. At ERM, diverse perspectives are celebrated, and innovation thrives. If you're ready to make sustainability your mission and build a career that creates lasting change, your journey starts here

Discover Life at ERM

Curious about our culture and what makes ERM a great place to grow your career? Explore these resources to learn more about our people, values, and the impact we create:

Talent Brochure: TM - Candidate brochure Life at ERM: Life at ERM