GLOBAL SERVICE DESK MANAGER

Lead and optimize global Service Desk operations across APAC, the Americas, and Europe, managing teams, KPIs, hiring, SOPs, major incidents, and cross-regional support processes to ensure consistent service quality and high customer satisfaction.

Penang, Malaysia

Full-time

BizLink Technology (S.E.A.) Sdn. Bhd.

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Key Responsibilities:

Direct, coach, and support the Service Desk Team Leads for APAC, the Americas, and Europe. Break down regional silos, standardize support quality globally, and establish seamless ticket hand-over processes across time zones.
Oversee the hiring and onboarding roadmap for the Europe and America teams, using the mature APAC footprint as a blueprint to standardize global support quality from day one.
Take full accountability for global Service Desk KPIs. Continuously optimize response times (MTTR) and first-contact resolution (FCR) rates to maintain high internal customer satisfaction (SAT).
Translate complex, high-level technical deployments into clear, floor-level standard operating procedures (SOPs) for local IT and business staff. Balance strict global IT compliance with practical, local business productivity.
Serve as the primary operational point of contact when things hit the fan.
Orchestrate the response to major global outages across all three regions and ensure clean, timely communication to business stakeholders.
Monitor global and regional support trends. Provide the Service & Operations Director with transparent, data-driven operational dashboards that call out systemic process gaps and technical debt early.

Job Requirements

Minimum of 8 years of progressive experience in IT Service Management (ITSM), with at least 3-4 years of proven experience directly managing remote, multi-regional teams (specifically supervising regional leads or managers) in a multinational corporation.
Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent practical experience).
Deep foundational knowledge of ITIL/ITSM frameworks (ITIL Foundation certification is a strong plus), with a proven track record of executing Change Management and Service Transition in a complex matrix environment.
Flexibility and willingness to occasionally support teams and attend alignment meetings across conflicting time zones.

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Come join us

BizLink is looking for the best & brightest talent

No matter the location, or the role, every BizLink employee shares one mission: Make interconnection easier to improve the quality of life and turn customers' innovative ideas into reality.

Have questions about our positions? Feel free to email us at: recruitment@bizlinktech.com

Please note: This email is for inquiries only. To be considered, all applications must be submitted by clicking the "Apply Now" button on the job posting.

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