Service Desk Supervisor
Summary
Supervises day-to-day operations of a Tier 1 IT service desk team in Kuala Lumpur — monitoring SLAs/KPIs, managing escalations, and coaching and training agents. Core requirements are ITIL knowledge, ticketing/reporting tool experience, and fluency in English and Mandarin.
About the Role
We're seeking a proactive SERVICE DESK SUPERVISOR to support and oversee day-to-day operations of the service desk team. You will ensure high-quality support for end-users, facilitate effective communication within the team, and drive performance improvements.
Key Responsibilities:
- Supervise daily operations of the service desk team (Tier 1)
- Assist in defining and monitoring SLAs/KPIs; contribute to performance reporting
- Implement and maintain standardized processes and escalation procedures
- Provide coaching, mentoring, and training to service desk agents
- Act as a point of contact for escalated issues and resolution
- Collaborate with IT teams to enhance service delivery and user experience
- Promote knowledge sharing and continuous improvement initiatives
Requirements:
- 3+ years' experience in a service desk or IT support role, with supervisory experience preferred
- Strong understanding of ITIL principles and best practices
- Excellent problem-solving and analytical skills
- Effective communication skills with the ability to lead and motivate a team
- Experience with ticketing systems and reporting tools
- Fluent in English and Mandarin (Cantonese a plus) to liaise with Mandarin speaking stakeholders
By submitting any application or resume to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.
We regret only shortlisted candidates will be notified.
Gwenneth Kirsten Wee
Reg No. R1545315 | EA: 25C3031 | UEN: 202527765K
gwenwee@antares.com.sg
[Antares Management Services Pte Ltd]