Site Supervisor

IPSB Technology; Johor Bahru; On-site; MYR 67,000 - 100,000; Full time

Job summary

Jora Malaysia is seeking an experienced IT Support Supervisor to oversee daily IT support operations at the customer site. You will supervise Team Leaders and guide the onsite IT Executives, while monitoring incidents, service requests, and SLA performance.

Coordinate with internal teams and vendors to resolve issues and maintain strong customer relationships. The role requires a Diploma/ Degree in IT or related field, 5+ years in IT support, and 2+ years in leadership.

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Engineering or related field.
• Minimum 5 years of experience in IT support, technical support, end-user computing or related IT operations.
• Minimum 2 years of experience in team supervision, team lead or site coordination role.
• Strong knowledge of desktop, laptop, printer, operating system, network and end user support.
• Good understanding of incident management, service request handling, SLA monitoring and escalation process.
• Experience with ticketing systems, remote support tools and IT documentation.
• Able to supervise Team Leaders and manage overall site operations with minimum supervision.
• Good communication skills in English and Bahasa Malaysia.
• Strong leadership, problem-solving and decision-making skills.
• Customer-focused, responsible, disciplined and able to work under pressure.
• Willing to work onsite and be stationed at the customer’s site.
• Preferred Skills Experience in managed services or enterprise IT support environment.
• Experience overseeing 24x7x365 IT support operations. Basic knowledge of servers, firewall, VPN, cloud services or cybersecurity (will be added advantage).
• Experience in service reporting, SLA review and customer coordination. Knowledge of ITIL practices will be an added advantage.

Responsibilities

• Oversee daily IT support operations at the customer site.
• Supervise Team Leaders and provide guidance to the onsite IT Executive team.
• Monitor incidents, service requests, ticket backlog, SLA performance and escalations.
• Ensure proper shift handover, reporting and follow-up of outstanding issues.
• Act as the main operational contact between the company, customer and onsite team. Manage technical, operational and customer-related escalations.
• Provide technical guidance to Team Leaders and IT Executives when required.
• Coordinate with internal teams, vendors, partners and principals for issue resolution.
• Review service reports, incident reports, activity reports and operational updates.
• Monitor manpower coverage, attendance, discipline and team performance.
• Ensure the team follows company procedures, customer requirements and standard operating procedures.
• Identify recurring issues, service gaps, operational risks and areas for improvement.
• Support customer meetings, service reviews and operational discussions when required.
• Maintain good communication and working relationships with customers, vendors and internal teams.
• Escalate major issues, critical incidents and risks to management when required.

Skills

IT support

Team supervision

Incident management

Customer communication

Bilingual English/BM

Site coordination

Education

Diploma or Degree in IT/CS/Engineering

Tools

Ticketing systems

Remote support tools

IT documentation

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Oversee daily IT support operations at the customer site.
• Supervise Team Leaders and provide guidance to the onsite IT Executive team.
• Monitor incidents, service requests, ticket backlog, SLA performance and escalations.
• Ensure proper shift handover, reporting and follow-up of outstanding issues.
• Act as the main operational contact between the company, customer and onsite team. Manage technical, operational and customer-related escalations.
• Provide technical guidance to Team Leaders and IT Executives when required.
• Coordinate with internal teams, vendors, partners and principals for issue resolution.
• Review service reports, incident reports, activity reports and operational updates.
• Monitor manpower coverage, attendance, discipline and team performance.
• Ensure the team follows company procedures, customer requirements and standard operating procedures.
• Identify recurring issues, service gaps, operational risks and areas for improvement.
• Support customer meetings, service reviews and operational discussions when required.
• Maintain good communication and working relationships with customers, vendors and internal teams.
• Escalate major issues, critical incidents and risks to management when required.

Requirements

• Diploma or Degree in Information Technology, Computer Science, Engineering or related field.
• Minimum 5 years of experience in IT support, technical support, end-user computing or related IT operations.
• Minimum 2 years of experience in team supervision, team lead or site coordination role.
• Strong knowledge of desktop, laptop, printer, operating system, network and end user support.
• Good understanding of incident management, service request handling, SLA monitoring and escalation process.
• Experience with ticketing systems, remote support tools and IT documentation.
• Able to supervise Team Leaders and manage overall site operations with minimum supervision.
• Good communication skills in English and Bahasa Malaysia.
• Strong leadership, problem-solving and decision-making skills.
• Customer-focused, responsible, disciplined and able to work under pressure.
• Willing to work onsite and be stationed at the customer’s site.
• Preferred Skills Experience in managed services or enterprise IT support environment.
• Experience overseeing 24x7x365 IT support operations. Basic knowledge of servers, firewall, VPN, cloud services or cybersecurity (will be added advantage).
• Experience in service reporting, SLA review and customer coordination. Knowledge of ITIL practices will be an added advantage.