Supervisor

About Sunbytes

Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.

About the Opportunity

Sunbytes is seeking a Supervisor to help oversee and enhance our Service Desk Team across the APAC region. In this role, you will be responsible for ensuring smooth day-to-day support operations, maintaining SLA performance, and driving continuous improvement across service workflows. You will lead a remote support team, manage escalations, coordinate cross-functional efforts, and ensure compliance with global standards such as ISO 27001 and SOX.

Key Responsibilities

• Oversee daily Service Desk ops and ensure SLA compliance.
• Manage ticket queues, prioritize issues, and handle escalations.
• Coordinate with teams to resolve incidents quickly.
• Monitor KPIs (FCR, AHT, CSAT) and report performance
• Maintain updated SOPs and drive continuous process improvements.
• Coach the team and build a strong, collaborative culture.
• Ensure effective use of ITSM tools and compliance with security standards.
• Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.
• Build real-time KPI dashboards, plan annual training based on skill gaps.

Benefits

Benefits

• Leave: 30 days per year, including all holidays (based on a 12-month contract).
• Learning & Development: Access to training programs and sponsorship for IT certifications.
• Compensation Growth: Annual salary review and performance-based bonus.