Global Service Desk Manager (ITSM)

Location: Penang, Malaysia; full-time, with occasional support and alignment meetings across conflicting time zones.

Company

hirify.global operates a multinational technology organization with Service Desk teams supporting APAC, the Americas, and Europe.

What you will do

• Lead, coach, and support regional Service Desk Team Leads across APAC, the Americas, and Europe.
• Standardize global support quality and establish seamless ticket handovers across time zones.
• Own global Service Desk KPIs, improving response times, MTTR, first-contact resolution, and customer satisfaction.
• Translate complex technical deployments into clear SOPs for local IT and business staff.
• Coordinate responses to major global outages and communicate with business stakeholders.
• Analyze support trends and provide data-driven dashboards highlighting process gaps and technical debt.

Requirements

• At least 8 years of progressive IT Service Management experience.
• 3–4 years of direct experience managing remote, multi-regional teams, including 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.
• Strong knowledge of ITIL and ITSM frameworks, with experience executing Change Management and Service Transition in a complex matrix environment.
• Willingness to support teams and attend alignment meetings across conflicting time zones.

Nice to have

• ITIL Foundation certification.

Culture & Benefits

• Work across a multinational, multi-regional Service Desk organization.
• Collaborate with teams in APAC, the Americas, and Europe.
• Balance global IT compliance with local business productivity needs.