Assistant Manager, Technology and Operations (Team Lead)

Overview

Assistant Manager, Technology and Operations (Team Lead) based in Kuala Lumpur, Malaysia. Role focuses on leading IT Service Desk, End User Computing (EUC) operations, IT asset management, and IT purchasing operations within a regulated environment. The position reports to the Senior Manager, Technology & Operations and supervises a small team of EUC and Service Desk Analysts. Responsibilities

Lead and manage day-to-day IT Service Desk and EUC operations across business functions. Oversee End User Support including onboarding and offboarding 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. Act as a point of escalation for complex service issues and provide advanced technical support to end users and junior IT staff. Maintain and continuously improve the Service Desk knowledge base with up-to-date documentation. Implement and maintain IT security policies, including access controls and data protection measures; conduct regular security audits and address vulnerabilities on end-user devices. Collaborate with cross-functional teams to ensure timely resolution of projects and maintain effective communication with end users. Provide coaching, guidance, and daily support to junior service desk and EUC staff; conduct regular performance reviews 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 regulatory requirements and company standards. Track and manage assets throughout their lifecycle; support audits with clean asset records and software license compliance. Coordinate with information security on vulnerability remediation and system lifecycle tracking. IT Purchasing Operations

Oversee IT 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 and asset forecasting aligned to IT strategy. Financial and Non-Financial Measures

Time-based : ticket resolution time, procurement cycle time, onboarding / offboarding turnaround. Quality-based : SLA compliance rate. Volume-based : number of tickets handled, assets tracked. Improvement-based : reduction in recurring incidents, knowledge base updates. Reporting Structure and Supervisory Responsibilities

This role reports to the Senior Manager, Technology & Operations and manages a team of 3 to 5 EUC and Service Desk Analysts. Responsibilities include day-to-day leadership, coaching, performance oversight, escalation for complex issues, and contributing to team development through training and performance reviews. Qualifications

Bachelor’s degree in information technology, Computer Science, or a related field. 6–8 years of hands-on IT Service Desk or end-user support experience in a mid to large-sized organization. Experience supervising a small IT support team. Solid knowledge of ITIL practices and IT ticketing systems (e.g., ServiceNow, Jira). Strong asset management knowledge (hardware / software lifecycle). Good written and verbal communication in English and Bahasa Malaysia. Familiar with IT procurement processes and vendor coordination. Excellent troubleshooting and problem-solving skills. Experience in compliance-driven environments (e.g., BNM, ISO 27001). Knowledge of software license compliance (e.g., Microsoft, Adobe). 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.

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