{"id":1246424,"url":"https://alion.io/job/getronics-service-desk-team-manager","title":"Service Desk Team Manager","company":{"id":174103,"name":"Getronics","domain":"getronics.com","url":"https://alion.io/company/getronics","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":17000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":480},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-09-25T17:22:53Z","employer_posted_date":null,"last_verified_at":"2026-09-25T17:22:53Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Role Purpose:\n\nWe are seeking a proactive and experienced IT Service Desk Team Manager to lead\nand manage our IT Service Desk team. The ideal candidate will be responsible for\nensuring high-quality service delivery, efficient incident and request management, and\ncontinuous improvement of service desk operations. This role demands strong\nleadership, customer service orientation, and technical knowledge to maintain\noperational excellence and align with ITIL best practices.\n\nAt this level, the jobholder will manage a small to medium team and coordinate activities\nto ensure achievement of customer satisfaction, financial, operational and human\nresources goals. At this level jobholders will also apply specialist skills and knowledge\nrelating to a particular discipline, profession, or function. This will include analysis and\ninterpretation of information and the provision of information to clients & internal\ndepartments and management.\n\nSkills/Experience:\n\nTeam Leadership & Management:\n\nLead, mentor, and develop the IT Service Desk team to ensure high performance and engagement.\nManage scheduling, workload distribution, and resource planning to meet service\n level agreements (SLAs).\nConduct regular performance reviews, set KPIs, and implement development\n plans for team members.\n\nService Desk Operations:\n\nOversee day-to-day service desk operations, ensuring timely resolution of\n incidents, service requests, and escalations.\nMonitor and manage SLAs, KPIs, and customer satisfaction metrics, ensuring\n continuous improvement.\nEnsure accurate documentation, ticket management, and adherence to ITIL\n processes.\n\nCustomer & Stakeholder Engagement:\n\nAct as the primary escalation point for major incidents and complex service\n issues.\nBuild and maintain strong relationships with internal stakeholders, customers,\n and third-party vendors.\nConduct regular service reviews and gather feedback to improve service delivery.\n\nProcess Improvement & Governance:\n\nDrive process improvements to enhance efficiency and effectiveness of the\n service desk.\nCollaborate with Problem, Change, and Incident Management teams to ensure\n seamless ITSM integration.\nMaintain compliance with company policies, security standards, and regulatory\n requirements.\n\nTraining & Knowledge Management:\n\nEnsure the team is trained on the latest tools, technologies, and support\n procedures.\nOversee the development and maintenance of a comprehensive knowledge base\n for first-time issue resolution.\n\n Qualifications & Skills:\n\nEducation:\n\nBachelor's degree in Computer Science, Information Technology, or a\n related field.\nITIL Foundation certification (ITIL Intermediate or Expert is a plus).\n\nExperience:\n\n2 years in a managerial or team lead capacity.\nProven experience managing high-performing service desk teams in a\n fast-paced environment.\n\nSkills & Competencies:\n\nStrong understanding of ITSM frameworks (ITIL) and service desk tools\n (e.g., ServiceNow, JIRA).\nExcellent leadership, communication, and interpersonal skills.\nStrong problem-solving skills and ability to manage high-pressure\n situations.\nCustomer-focused mindset with a passion for service excellence.\nKnowledge of KPI tracking, reporting, and continuous improvement\n initiatives.\n\n Preferred Qualifications:\n\nExperience managing service desks across multiple regions or time zones.\nExposure to cloud services, remote support tools, and modern workplace\n environments.\n\nSkills\nServicenow, Itil, JIRA","description_format":"text","description_chars":3457,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Help Desk & Service Desk","Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-25T17:22:53Z"}],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.849,"p_room":0.9,"age_days":5,"expected_fill_days":15,"reasons":["seen:5","velocity","win:mid","comp:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/getronics-service-desk-team-manager","json_url":"https://alion.io/job/getronics-service-desk-team-manager.json","meta":{"generated_at":"2026-10-01T11:11:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2687,"day_limit":5000,"remaining_today":2313,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}