job description
Join HCLTech as a Service Desk Manager in the vibrant heart of Bali and lead a dynamic IT support team in delivering world-class service to our global clients. This is a unique opportunity to combine your technical expertise with leadership skills in one of the world's most sought-after work destinations.
In this critical role, you will oversee daily service desk operations, ensuring seamless IT support delivery while driving continuous improvement in service quality. You'll work in a collaborative environment that values innovation, with the chance to implement cutting-edge IT service management practices. Bali's inspiring work-life balance and international business community make this an exceptional career opportunity.
HCLTech offers competitive compensation, professional development opportunities, and the chance to work with Fortune 500 clients while enjoying Bali's unique culture and lifestyle.
Responsibility
- Lead and manage a team of service desk analysts, providing mentorship and performance guidance
- Oversee daily IT support operations, ensuring SLA compliance and high customer satisfaction
- Develop and implement service desk policies, procedures, and best practices
- Monitor ticket queues, prioritize incidents, and ensure timely resolution
- Collaborate with other IT teams to escalate and resolve complex technical issues
- Analyze service desk metrics and prepare regular performance reports for stakeholders
- Drive continuous improvement initiatives to enhance service quality and efficiency
- Manage IT asset inventory and software licensing compliance
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum 5 years of experience in IT service desk operations, with at least 2 years in a leadership role
- Strong knowledge of ITIL framework and service management best practices
- Proven experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira)
- Excellent communication and interpersonal skills for team leadership and stakeholder management
- Ability to analyze data and make data-driven decisions to improve service delivery
- Certifications such as ITIL v3/v4 Foundation, HDI Support Center Manager, or similar are a plus
- Experience working in a multicultural environment is advantageous