Supervisor
Location: Remote Full-time
Department: Service Desk
Working hours : Mon–Fri, max 45 hours/week
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
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.
Requirements
Job Requirements
- Minimum 3 years of experience in Service Desk, IT Operations, or related IT support environments, with proven supervisory or team-lead responsibilities.
- Fluent in English and Mandarin.
- Proficient with ITSM tools, automation, and monitoring platforms.
- Solid knowledge of SLAs, KPIs, and support workflows.
- Strong leadership, coaching, data-driven decision-making
- Clear communication and stakeholder management.
- Resilient, adaptable under pressure.
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.
