Retail IT Helpdesk Manager: Lead & Optimize Store Tech

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

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.