Senior Service Desk Lead (L2/3) – IT Ops & Cybersecurity

Ascentium Max Sdn Bhd

Kuala Lumpur

On-site

MYR 120,000 - 180,000

Full time

14 days+

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Job summary

Ascentium Max Sdn Bhd in Kuala Lumpur seeks a Service Desk L2/3 - Assistant Manager/Manager to lead and optimize hardware, software, and service delivery across Malaysia and global teams. The role blends hands-on technical work with strategic service management and stakeholder engagement.

You will guide incident resolution, mentor IT staff, enforce cybersecurity measures, and ensure BC/DR readiness while managing IT expenses and service quality. Strong English communication with HQ is essential.

Qualifications

Bachelor's degree in information technology, Computer Science, Information Systems or equivalent.
Native IT Infrastructure & EUC background, strong Cybersecurity awareness and moderate familiarity with AI, Enterprise Applications and Software Development
Must be familiar with Windows operating environment, Azure AD administration and Cisco Network fundamentals
Experienced in engaging and communicating with senior stakeholders
Strong data-driven, critical and analytical abilities
Ability to converse in English fluently to collaborate with HQ and stakeholders from the transformation team
Customer-oriented in communicating changes and delivering services
Detailed and meticulous in reporting status, results and key measurements
Proactive and motivated to drive continuous improvements across assigned technology domains and responsibilities
Must be comfortable "rolling up the sleeves" to handle L1 work and duties
At least 7-10 years of relevant experience.

Responsibilities

Strategize and plan optimal management of all hardware and software assets
Track and report IT expenses, service quality, technology status monthly
Respond timely to service requests, gather business requirements, initiate/participate in projects and executing special initiatives
Providing technology support to users based in Malaysia or overseas in person or remotely over the phone.
Plan and execute maintenance activities for regular and ad hoc system patches or upgrades.
Oversee the daily backup of the company's digital data and actively participate in BC/DR exercises.
Research and test new technologies independently and as part of a broader engineering effort.
Undertake other relevant duties and assignments as assigned by upper management.
Define and develop effective SOPs for consistent execution and outcomes.