Customer Care Manager – Service Desk


  • Overall management of Service Desk performance to ensure service levels and customer satisfaction is achieved or exceeded.
  • Responsible for timely resolution of incidents and requests submitted to Service Desk.
  • Ultimate ownership for incidents and request management process.
  • Ensure that repeated incidents are identified and rectified through problem and change management procedures.
  • Train, coach and mentor Service Desk Analysts / Engineers.
  • Monitors support issues at sites to identify patterns and common issues with the aim of prioritizing resolution of issues that significantly improve the degree of reliability and quality of services.
  • To be involve in Audit and work closely with the team to deliver the required details.
  • Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
  • Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
  • Highlight any potential concerns /risks and proactively shares best risk management practices.
  • Conduct regular meetings with Service Desk team to discuss pressing issues and share with them the latest updates and any changes to current processes.
  • Generate periodic reports for service desk performance and customer review meetings including other ad hoc reporting.
  • Administer & maintain the availability of Support works (Service Desk Systems).
  • Assures the quality of fixes and improvement plan.
  • Flexible and able to undertake any other assignments assigned by superior from time to time.


  • Candidate must possess at least a Diploma or Bachelor’s Degree in Computer Science/ Information Technology or equivalent.
  • A minimum 5 years of experience in ITIL and service desk support.
  • Outstanding written and verbal communication skills.
  • Good understanding of management practices and techniques.
  • Excellent leadership and interpersonal skills.
  • Computer literacy in order to type up reports, results and details of customer interaction The ability to maintain calm under pressure, open minded and eager to learn.
  • Good knowledge in client service orientation, dealing with difficult situation, developing others, team leadership, teamwork and cooperation.
Location:   Klang Valley
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