Supervisor

Sunbytes

Supervisor managing Service Desk operations to ensure SLA compliance for Sunbytes in the APAC region. Responsible for incident resolution, coaching team, and driving continuous process improvements.

Posted 7/21/2026full-timeRemote • 🇲🇾 MalaysiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Service Desk operations, ensuring SLA compliance and effective use of ITSM tools. Proven ability to lead teams, drive process improvements, and manage performance metrics in a fast-paced environment.

Highest-signal resume keywords

Service Desk ManagementITSM Tools ProficiencyKPI MonitoringLeadership and CoachingBilingual in English and Mandarin

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA KnowledgeKPI ReportingIncident ResolutionProcess ImprovementData-Driven Decision-Making

Soft Skills

Clear CommunicationStakeholder ManagementResilienceAdaptability

Tools & Technologies

ITSM ToolsMonitoring PlatformsAutomation Tools

Industry Keywords

Service Desk OperationsIT OperationsSupport Workflows

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Oversee daily Service Desk ops and ensure SLA compliance.
Manage ticket queues, prioritize issues, and handle escalations.
Coordinate with teams to resolve incidents quickly.
Monitor KPIs (FCR, AHT, CSAT) and report performance.
Maintain updated SOPs and drive continuous process improvements.
Coach the team and build a strong, collaborative culture.
Ensure effective use of ITSM tools and compliance with security standards.
Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.
Build real-time KPI dashboards, plan annual training based on skill gaps.

Requirements

What you’ll need

Minimum 3 years of experience in Service Desk, IT Operations, or related IT support environments, with proven supervisory or team-lead responsibilities.
Fluent in English and Mandarin.
Proficient with ITSM tools, automation, and monitoring platforms.
Solid knowledge of SLAs, KPIs, and support workflows.
Strong leadership, coaching, data-driven decision-making.
Clear communication and stakeholder management.
Resilient, adaptable under pressure.

Benefits

Comp & perks

Leave: 30 days per year, including all holidays (based on a 12-month contract).
Learning & Development: Access to training programs and sponsorship for IT certifications.
Compensation Growth: Annual salary review and performance-based bonus.