Global Technical Support Engineer Manager

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.  

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

About us:

Agoda is currently seeking a talented and experienced Global Technical Helpdesk Manager to lead our Level 1 IT support operations. The ideal candidate will have a strong track record in managing frontline IT support teams, driving service excellence, and ensuring a high-quality, customer-centric support experience across the organization. This role requires someone who can balance operational performance, people leadership, stakeholder collaboration, and continuous improvement while ensuring support services are delivered efficiently and consistently against agreed service levels.

Responsibilities:

· Lead and improve global Level 1 IT helpdesk operations, ensuring performance against SLAs and KPIs.

· Set, review, and track team OKRs, ensuring alignment with business priorities and team involvement.

· Oversee daily and weekly service operations, including reporting on ticket volumes, response/resolution times, CSAT, and recurring issues.

· Ensure incident and request processes are followed effectively, with timely escalation to reduce business impact.

· Use data and insights to improve support workflows, service quality, efficiency, and user experience.

· Work closely with Infrastructure, Security, Engineering, and business teams to support issue resolution and service improvements.

· Provide IT input into upcoming projects to ensure support readiness and operational fit.

· Build a collaborative, transparent, and customer-focused team culture with regular feedback and knowledge sharing.

· Drive improvements in processes, tools, automation, and knowledge management to increase productivity and reduce resolution time.

· Maintain service documentation, including SOPs, runbooks, knowledge articles, and operating procedures.

Requirements:

· Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

· 7+ years of experience in IT Support, IT Operations, Service Desk, or Helpdesk leadership roles.

· Experience leading frontline or Level 1 support teams in a fast-paced enterprise environment.

· Strong understanding of ITIL/ITSM practices, especially Incident, Request, Problem, Knowledge, and Service Level Management.

· Experience managing and reporting on SLAs, KPIs, and OKRs.

· Familiarity with Microsoft 365, Entra, Active Directory, Google Workspace, and Windows/macOS support.

· Experience with ITSM tools such as ServiceDesk, ServiceNow or Jira Service Management.

· Strong analytical, communication, stakeholder management, and problem-solving skills.

· Strong organizational and time-management skills, with the ability to manage multiple priorities.

· Exposure to automation, workflow optimization, and API-based tools to improve support efficiency is a plus.

Please review our Hiring Process Guidelines before your interview - click here to learn how interviewing at Agoda works.

Discover more about working at Agoda

• Agoda Careers https://careersatagoda.com
• Facebook https://www.facebook.com/agodacareers/
• LinkedIn https://www.linkedin.com/company/agoda
• YouTube https://www.youtube.com/agodalife

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.