Position Objective:
To lead and optimize IT service desk operations, IT asset management, and procurement processes while ensuring compliance, security, and high-quality end-user support. The role also focuses on developing team capabilities and driving continuous service improvement across the organization.
Roles and Responsibilities:
Service Desk Operations
- Lead and manage day-to-day IT Service Desk and End User Computing (EUC L2) operations across business functions.
- Oversee End User Support including onboarding and offboarding support for corporate users.
- Ensure service desk tickets are managed efficiently to meet business SLAs.
- Drive service improvement initiatives based on ticket analysis and recurring incident patterns.
- Lead and act as a point of escalation point for complex service issues affecting business continuity or timelines; and to provide advanced technical support to end users and junior IT staff
- Maintain and continuously improve the Service Desk knowledge base to ensure accurate, up to date documentation for common issues, procedures and user guides.
- Implements and maintains IT security policies, including access controls and data protection measures.
- Conducts regular security audits and promptly addresses vulnerabilities across end user devices.
- Lead group-appointed various IT projects from pilot phase through testing and full implementation within the AIA ITMY entity. Ensure effective planning, stakeholder alignment, resource coordination, and timely delivery of project objectives, while adhering to governance standards and driving continuous improvement
- Collaborate with cross-functional teams to ensure timely resolution of projects, requests, and issues. Maintain clear and proactive communication with end users throughout the process to provide updates, manage expectations, and ensure a positive service experience
- Act as the primary contact person for high-priority incident tickets, ensuring timely escalation and resolution. Coordinate and send clear, proactive communications to end users when high-severity incidents impact business operations.
- Ensure communication plans are executed for change tickets that affect end-user services.
- Lead cross-functional initiatives to transform end-user experience through automation, AI chatbots, or self-service portals. Combination of strategic planning, stakeholder engagement, and technical execution.
- Manage and maintain the Technology & Operations (T&O) knowledge base for chatbot functionality. Collaborate with project teams to enhance chatbot efficiency and introduce new features that improve team operations.
Team Leadership & Development
- Provide coaching, guidance, and daily support to junior service desk and EUC staff to uplift team capability and service quality.
- Establish KPIs and develop performance dashboards to monitor service quality and user satisfaction. Track Service Quality Metrics, User Satisfaction Metrics, and Operational Efficiency on a monthly basis, ensuring actionable insights are captured. Continuously strive to deliver measurable service improvements through data-driven analysis and reporting.
- Conduct regular performance reviews, set clear expectations, and identify training needs.
- Foster a collaborative team culture focused on continuous learning, accountability and service excellence.
IT Asset Management
- Ensure full visibility and control of IT hardware and software assets, with emphasis on compliance with insurance regulatory requirements (e.g. BNM, ISO27001).
- Ensure accurate tracking and management of IT hardware and software assets throughout their lifecycle with emphasis on company compliance standards and requirements.
- Support internal and external audits by maintaining clean asset records and software license compliance.
- Work closely with information security teams on vulnerability remediation and system lifecycle tracking.
- Drive cost optimization through asset utilization analysis and vendor negotiations by conducting regular comprehensive assessments to understand AIA ITMY hardware and software conditions, operational costs to identify underutilized assets which can be repurposed.
IT Purchasing Operations
- Oversee IT purchasing processes, including sourcing, PO creation, invoice validation and vendor coordination.
- Ensure timely procurement and compliance with internal policies and vendor due diligence standards.
- Coordinate with finance and procurement on budgeting, cost control and asset forecasting tied to IT strategy.
- Negotiate strategic vendor contracts, including SLAs, pricing models, and risk mitigation clauses.
- Forecast and manage IT budgets, ensuring alignment with business priorities and cost control.
Financial and Non-Financial Measures:
The role likely involves operational-level financial oversight, including:
IT Procurement Management: Overseeing sourcing, purchase orders (POs), invoice validation, and vendor coordination.
Budget Coordination: Working with finance and procurement teams to align IT purchasing with strategic budgets spent and forecasts.
Qualitative performance measures includes:
Time-based:
- Ticket resolution time
- Procurement cycle time
- Onboarding/offboarding turnaround
Quality-based:
- SLA compliance rate
- Audit pass rate for asset records
Volume-based:
- Number of tickets handled
- Assets tracked
Improvement-based:
- Reduction in recurring incidents
- Knowledge base updates
Reporting Structure and Supervisory / Managerial Responsibilities:
This role reports directly to the Senior Manager, Technology & Operations and is responsible for managing a team of 3 to 5 End User Computing (EUC) and Service Desk Analysts. The position provides day-to-day leadership, coaching, and performance oversight to ensure high-quality IT support services, operational efficiency, and continuous improvement across service desk functions. The role also acts as a key escalation point for complex technical issues and contributes to team development through regular feedback, training, and performance reviews.
Communication Requirements:
This role does not require external communications.
This role requires clear and proactive communication to ensure smooth IT operations. Key responsibilities include:
Sharing timely updates with management and stakeholders.
Collaborating across teams to resolve issues and support projects.
Leading daily team check-ins and maintaining documentation.
Acting as an escalation point for complex service issues.
Gathering and responding to user feedback to improve service quality.
<Also describes the Most Challenging communication expected for the position>>
Minimum Job Requirements:
- Bachelor's Degree in Information Technology, Computer Science, or a related field.
- 810 years of hands-on experience in IT operations or end-user support, preferably within a mid to large-sized organization, with at least 35 years in a leadership role.
- Solid knowledge of ITIL practices and IT ticketing systems (e.g. ServiceNow, Jira).
- Hands-on experience in software deployment and Windows OS deployment across enterprise environments.
- Knowledge of scripting languages (e.g., PowerShell, Python) for automation and process optimisation (added advantage).
- Experience in IT infrastructure deployment experience, including network configuration and excellent troubleshooting problem-solving skills.
- Strong knowledge of ServiceNow reporting, Incident, Request, and Change Request catalog flows.
- Experience with Mobile Device Management (MDM) solutions and Microsoft Intune for endpoint security and compliance (added advantage).
- Strong understanding of asset management principles (hardware/software lifecycle).
- Well-versed with Hardware and Software Asset Management module in ServiceNow (added advantage).
- Working knowledge of software license compliance (e.g. Microsoft, Adobe).
- Good written and verbal communication skills in English and Bahasa Malaysia.
- Familiar with IT procurement processes and vendor coordination with strong vendor management and negotiation skills.
- Experience with compliance-driven environments (e.g. BNM-RMIT, ISO 27001).
- Exposure to regulatory audits, IT security remediation, and patch compliance.
- Familiarity with IT governance practices and internal SOP/policy creation.
- Strong interpersonal skills with the ability to coach junior staff and promote team collaboration.
- Ability to produce and maintain technical documentation and knowledge base content.
- Strong understanding of Active Directory and Microsoft Entra ID (added advantage).
- Hands-on experience with Intune AutoPilot for device provisioning and configuration.
- Proficiency in Mobile Device Management (MDM) and Mobile Application Management (MAM) for secure mobile operations.
- Well-versed with SCCM tools for software updates and removal.
- Hands-on troubleshooting for software and patch failure remediation.
