ValueLabs Hiring! Full Time Information Technology Delivery Manager in Federal Territory - Ricebowl

Position: IT Delivery Manager

Experience: 8 -15 years

Work Location: Malaysia

Job Description:

Around 8 -15 years of experience IT service Delivery Expertise in EUC in an enterprise managed services environment Microsoft 365 Administration (Exchange Online, Teams, SharePoint Online, OneDrive) Microsoft Intune & Endpoint Manager Entra ID (Azure AD), Conditional Access, MFA Windows Server & Windows 10/11 Administration PowerShell scripting and automation Active Directory, DNS, DHCP, Group Policy.

Roles & Responsibilities:

• Oversee daily helpdesk operations, ensure timely ticket resolution.
• Team Leadership: Manage L1–L3 support staff, mentor and review performance.
• Incident & Escalation Management: Handle major incidents and complex issue escalations.
• Process Improvement: Implement ITIL frameworks to boost efficiency and reduce ticket volume.
• System Oversight: Manage tools (ServiceNow, Zendesk, Freshdesk) and asset systems.
• Performance Monitoring: Track KPIs like response time, resolution rate, backlog.
• Stakeholder Communication: Bridge between technical teams, business units, vendors, and leadership.