全职 Technical Service Manager 工作, 薪水 up to MYR 18,000, Quess Global Malaysia Selangor 公司招聘中 - Ricebowl

Job Summary

We are looking for an experienced Technical Service Manager to lead regional technical operations and service delivery teams. In this role, you will manage a team of 15–20 technical professionals, oversee service quality across multiple customer accounts, and ensure efficient support for over 60,000 hardware assets across the region.

The ideal candidate will have strong expertise in IT infrastructure, hardware support, managed services, and technical operations, along with proven leadership and stakeholder management skills. You will play a key role in driving operational excellence, managing customer relationships, and acting as the bridge between customers and internal technical teams to ensure high-quality service delivery.

Key Responsibilities

• Lead, manage, and develop a regional technical support and service delivery team consisting of 15–20 technical staff.
• Oversee day-to-day technical operations and ensure service delivery excellence across multiple regional customer accounts.
• Monitor and manage support operations involving more than 60,000+ hardware assets across customer environments.
• Provide technical leadership, mentoring, and guidance to engineering and support teams.
• Manage resource planning, manpower allocation, escalation handling, and operational performance monitoring.
• Ensure compliance with Service Level Agreements (SLA), preventive maintenance schedules, and customer service standards.
• Act as the primary escalation point for critical technical and operational issues.
• Engage customers to understand operational and technical requirements while ensuring customer satisfaction and long-term relationship management.
• Work closely with internal engineering, project, and management teams to ensure successful implementation and support delivery.
• Drive continuous improvement initiatives for technical support operations, processes, and service quality.
• Prepare operational reports, service performance updates, and management presentations when required.
• Participate in customer meetings, site visits, operational reviews, and technical discussions when necessary.
• Stay updated on emerging technologies, infrastructure trends, and managed services best practices.

Requirements

• Bachelor’s Degree in IT, Computer Science, Engineering, or a related field.
• 8–20 years of experience in technical operations, IT infrastructure support, managed services, or service delivery management.
• Strong hands-on knowledge of IT infrastructure, networking, servers, endpoint devices, hardware lifecycle management, and managed services.
• Proven experience leading technical teams and managing regional service operations in enterprise-scale environments.
• Strong leadership and people management skills, including team coaching, performance management, and operational coordination.
• Experience managing large-scale hardware environments and handling technical escalations independently.
• Ability to coordinate cross-functional teams and communicate effectively with customers and internal technical teams.
• Strong communication, analytical, negotiation, and problem-solving skills.
• Familiar with SLA management, preventive maintenance, technical support operations, and service reporting.
• Experience supporting government, enterprise, or GLC accounts is an advantage.
• Possess own transport and willing to travel when required.
• Self-motivated, independent, and able to thrive in a fast-paced environment.

Preferred Skills

• Experience in managed services and large-scale infrastructure support environment.
• Technical exposure in networking, cloud, cybersecurity, or infrastructure solutions.
• Strong operational planning and service management capabilities.
• Ability to manage regional customer expectations and operational escalations effectively.
• Strong stakeholder management and customer relationship skills.

Pay: RM7,000.00 - RM18,000.00 per month

Benefits:

• Health insurance
• Professional development

Application Question(s):

• Do you have strong technical background in hardware support (this includes laptop setup/installation and troubleshooting)?
• Are you hands-on in technical/hardware related matters?

Work Location: In person