Service Desk L2/3 - Assistant Manager/Manager

Ascentium Max Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

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.

Skills

Stakeholder engagement

English communication

Analytical thinking

Leadership

Problem solving

Hands-on IT

Education

Bachelor's degree in IT/CS/IS

Tools

Windows OS

Azure AD

Cisco networking

Job description

Service Desk L2/3 - Assistant Manager/Manager

Technology Services Management: Manage and control all technology services to ensure they are always available and operating optimally by balancing business value, resources and financial investments.

Hands-on technical and analytical capabilities: Setup laptops, infrastructure devices on-premises and in the cloud, install applications and ability to troubleshoot all the above rationally and systematically up to L3 engineering skills.

Conduct trainings for end-users and IT team members: Curate, conduct trainings for end users on essential digital tools, cybersecurity etc. as well as to coach and mentor IT team members on best practices in technology-related engineering domains.

Cybersecurity and risk management: Plan effective detection and preventive measures, metrics to ensure all security aspects within specified scope by HQ are constantly monitored, measured and managed to ensure business continuity. Conduct BCDR exercises as directed and to report results, findings and actions to HQ.

Technology Innovation & Ad Hoc Duties: Research, test and implement AI-powered Automation Solutions in collaboration with HQ and the transformation team.

Key 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.

Required Qualifications & Skills

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.