Cycle & Carriage Malaysia Hiring! Full Time IT Administrator Executive in Selangor - Ricebowl

Position Summary

Responsible for overseeing daily IT support operations, managing the support/helpdesk team, ensuring service delivery standards are achieved, and maintaining operations across ticket management, patching, reporting, and IT governance processes.

Key Responsibilities

1. Team Leadership & Management

• Supervise the IT Support/Helpdesk team.
• Assign workloads and manage daily operations
• Conduct regular team briefings and operational reviews.
• Mentor and coach support staff to improve technical and customer service skills.
• Manage staff scheduling, leave coordination, and shift planning where applicable.

2. IT Support Operations

• Oversee incident, service request, and escalation management.
• Ensure tickets are logged, categorized, prioritized, and resolved within SLA timelines.
• Monitor ticket queues and backlog management.
• Coordinate major incident response and escalation handling.
• Ensure proper documentation of troubleshooting and resolution steps.
• Improve support processes and workflows for operational efficiency.

3. KPI & SLA Management

• Monitor and ensure departmental KPIs and SLAs are consistently achieved.
• Track metrics such as: Ticket resolution time, First response time, User satisfaction, Escalation rates, System uptime, Patch compliance
• Prepare action plans for KPI improvement when targets are not met.
• Present operational performance updates to management.

4. Patch & System Maintenance Management

• Coordinate OS, software, antivirus, and security patch management activities.
• Ensure patch deployment schedules are maintained with minimal operational disruption.
• Monitor patch compliance and remediation status.
• Coordinate with infrastructure, security, and application teams when necessary.
• Ensure maintenance windows and change management procedures are followed.

5. Reporting & Documentation

• Prepare weekly and monthly operational reports.
• Generate service desk analytics and trend analysis.
• Maintain documentation for - SOPs, Knowledge base articles, IT asset records, Incident reports, Root cause analysis (RCA)
• Provide management with operational insights and recommendations.

6. Process Governance & Quality Assurance

• Ensure compliance with IT policies, SOPs, and security standards.
• Review ticket quality and support performance.
• Conduct periodic audits on ticket handling and documentation.
• Identify gaps and recommend process improvements.
• Participate in IT governance and audit activities where required.

7. Stakeholder & Vendor Coordination

• Coordinate with internal departments regarding support issues and service improvements.
• Liaise with external vendors for hardware, software, warranty, and support matters.
• Manage escalation communications during critical incidents.

Your Profile

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 2-3 years of experience in a supervisory role.
• Experience with patch management and endpoint management tools.
• Knowledge of IT governance, compliance, and audit requirements.
• Strong leadership and people management skills.