Service Desk Supervisor (English, Mandarin)

Sunbytes; Kuala Lumpur; Remote; MYR 245,000 - 368,000; Full time

Job summary

Sunbytes is seeking a Supervisor to oversee the Service Desk Team across the APAC region. You will manage day-to-day support operations, ensure SLA performance, and drive continuous improvement while leading a remote team and coordinating cross-functional efforts.

This role requires at least 3 years in Service Desk or IT operations, English and Mandarin fluency, and experience with ITSM tools and monitoring platforms.

Qualifications

• Minimum 3 years of experience in Service Desk or IT operations with supervisory responsibilities.
• Fluent in English and Mandarin.
• Proficient with ITSM tools, automation, and monitoring platforms.
• Solid knowledge of SLAs, KPIs, and support workflows.

Responsibilities

• Oversee daily Service Desk ops and ensure SLA compliance.
• Manage ticket queues, prioritize issues, and handle escalations.
• Coordinate with teams to resolve incidents quickly.
• Monitor KPIs (FCR, AHT, CSAT) and report performance.
• Maintain updated SOPs and drive continuous process improvements.
• Coach the team and build a strong, collaborative culture.
• Ensure effective use of ITSM tools and compliance with security standards.
• Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.

Skills

Service Desk leadership

IT Operations

English fluent

Mandarin fluency

Tools

ITSM tools

Monitoring platforms

Job description

• Country Malaysia

Job Description

Location: Remote Full-time

Department: Service Desk

Working hours : Mon–Fri, max 45 hours/week

About Sunbytes

Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.

About the Opportunity

Sunbytes is seeking a Supervisor to help oversee and enhance our Service Desk Team across the APAC region. In this role, you will be responsible for ensuring smooth day-to-day support operations, maintaining SLA performance, and driving continuous improvement across service workflows. You will lead a remote support team, manage escalations, coordinate cross-functional efforts, and ensure compliance with global standards such as ISO 27001 and SOX.

Key Responsibilities

Oversee daily Service Desk ops and ensure SLA compliance.

Manage ticket queues, prioritize issues, and handle escalations.

Coordinate with teams to resolve incidents quickly.

Monitor KPIs (FCR, AHT, CSAT) and report performance

Maintain updated SOPs and drive continuous process improvements.

Coach the team and build a strong, collaborative culture.

Ensure effective use of ITSM tools and compliance with security standards.

Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.

Build real-time KPI dashboards, plan annual training based on skill gaps.

Requirements

Job Requirements

Minimum 3 years of experience in Service Desk, IT Operations, or related IT support environments, with proven supervisory or team-lead responsibilities.

Fluent in English and Mandarin.

Proficient with ITSM tools, automation, and monitoring platforms.

Solid knowledge of SLAs, KPIs, and support workflows.

Strong leadership, coaching, data-driven decision-making

Clear communication and stakeholder management.

Resilient, adaptable under pressure.

Leave: 30 days per year, including all holidays (based on a 12-month contract).

Learning & Development: Access to training programs and sponsorship for IT certifications.

Compensation Growth: Annual salary review and performance-based bonus.