IT Service Desk Manager

We are looking for an IT Service Desk Manager who will take a leading role to leads the global service desk, ensuring strong service performance, effective incident and request handling, and a consistent end-user experience across locations and time zones.

Scope

The role leads the global IT Service Desk across Malaysia and Belgium team, covering incident, change and request management, user communication, escalations, service performance, and operational governance.

The IT Service Desk Manager works closely with infrastructure, applications, security, workplace, data, and business-facing IT teams, as well as senior business stakeholders, to align support with business priorities.

The role owns service desk performance, service maturity, knowledge management, and support quality, while partnering with IT leadership on tooling, governance, standardization, and coordination between KUL and BRU.

The role also provides local line management in KUL for non-service desk IT staff in other IT departments, including IT Delivery and SAP Delivery. This scope is limited to local people management, connection to local senior management and HR, and maintaining team engagement on site. It does not include functional leadership of those teams.

A snapshot of what you will be doing here:

Key Responsibilities

• Lead the global IT Service Desk across KUL and BRU, setting direction for responsive, professional, user-focused support

• Lead day-to-day service desk operations, ensuring incidents, requests, and user issues are handled in line with agreed service levels

• Own service performance through KPIs, SLAs, reporting, and governance, and drive actions that improve efficiency, user satisfaction, and maturity

• Coordinate internal teams, external partners, and business stakeholders to ensure timely resolution and effective escalation

Leadership and Team Development

• Set direction and performance expectations across locations, supported by coaching and performance management

• Build a high-performing service desk team through development, coaching, mentoring, knowledge sharing, and a culture of accountability and continuous improvement

• Plan staffing, shift coverage, and workload distribution to ensure continuity and effective handovers

• Lead recruitment, onboarding, retention, workforce planning, and succession planning for service desk roles with HR and IT leadership

• Provide local line management in KUL for non-service desk IT staff in other IT departments, including IT Delivery and SAP Delivery, focused on local people management, HR alignment, connection to local senior management, and team engagement

Service Management and Improvement

• Own and improve core service desk processes, including incident, request, escalation, communication, governance, and knowledge management practices

• Use service data, recurring issues, and root cause trends to identify and implement improvements

• Lead the effective use and continuous improvement of ITSM tooling, reporting, workflows, and automation

• Work with broader IT teams to standardize support processes, improve handovers, promote knowledge reuse, and increase first-contact resolution

Major Incidents and Service Continuity

• Act as a senior escalation point for major incidents, leading structured coordination, communication, decision-making, and follow-up

• Coordinate post-incident reviews, identify lessons learned, and embed improvements to reduce repeat issues and strengthen service resilience

• Support service continuity by ensuring coverage, documented procedures, and readiness for critical disruptions

We are looking for someone who:

• Extensive experience in IT support, service desk leadership, or end-user service operations in a global enterprise environment

• Strong people leadership experience, including coaching, performance management, team development, and capability building in distributed environments

• Strong knowledge of IT service management, including incident, request, change, problem, and knowledge management

• Experience leading service operations through ITSM platforms, reporting, and service metrics

• Experience with ITSM platforms such as ServiceNow and familiarity with Microsoft technologies, infrastructure services, and end-user computing

• Service-oriented leader with a strong focus on service quality, user experience, operational discipline, and organizational capability

• Calm, structured, and reliable under pressure, especially during service disruptions or high-priority incidents

• Strong communicator and influencer who can engage effectively with end users, technical teams, vendors, and senior leadership stakeholders

• Proactive, organized, and improvement-oriented, with the ability to balance daily operations with longer-term service enhancements

We think you will love working with us

You will join a team that values ownership, structure and collaboration. You will work closely with colleagues in Belgium and Malaysia and contribute to a delivery model that operates across regions. Decision making is practical and close to the teams, and you will have space to take initiative and influence quality standards across multiple product lines and delivery regions.

We are also offering:

• Opportunities to learn from a talented local and global team to grow your career.

• Supportive, diverse, and open-minded workplace culture.

• Comprehensive insurance coverage including personal accident and term life insurance.

• Employee events, recognition programs, and flexible working arrangement.

• Be part of a dynamic business at the heart of the aviation industry—your work helps keep global airports running!

Our company

At TCR Group, we are committed to revolutionizing the aviation industry by providing integrated solutions for Ground Support Equipment (GSE). Our services include GSE rental, leasing, and maintenance.

With headquarters near Brussels and a team of 1800+ employees, we operate globally across over 200 airports in America, Europe, Asia Pacific, and the Middle East. Our dedication to excellence makes us a trusted partner for customers worldwide.

Ready to grow your career and make an impact?

Apply now or get in touch with us.