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Manager, Service Desk

IT - General
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Mid Valley City, Kuala Lumpur

About The Job


To lead, develop, maintain and improve the day-to-day IT operational support for End User Services (EUS) and Service Desk (SD).  While providing high level of customer satisfaction, EUS and SD Manager is responsible for resolving daily / ad hoc incidents, requests, enquires and complaints in timely fashion and escalate to the appropriate support groups.  EUS and SD Manager must have good balance of EUS team and SD team management as well as maintain good relationship with business users.


-          Lead the End User Services Team and Service Desk Team, guide the teams for daily operations
-          Acting as escalation point for EUS an SD Teams globally
-          Motivates the teams to adhere to IT best practices, standards and processes and deliver outstanding customer service and satisfaction to business users
-          Cascade the technical guidance to the teams and make sure the teams liaise with global directions
-          To monitor the performance KPI of both EUS and SD teams and suggest for improvement
-          Ensure facilities such as conference room and computer equipment are in good operational condition
-          Ensure accuracy on asset inventory
-          Ensure PC refreshment in line with corporate policies
-          Provide support and direction on any end users computing rollout
-          Determine root cause of issues and communicate appropriately to business users
-          Deliver and manage any regional and global projects
-          Provide input and make recommendations in the continuous improvement of end user experience with various team including global / regional EUS and SD teams
-          Liaise with global management team on IDP and goals
-          Maintain a high level of employee morale within the teams
-          Collaborate both EUS and SD teams to make better services and user experience
-          Assist in the review of I.T. Infrastructure related process, workflow and documentation
-          Review the surveys with business users to improve customer experience
-          Assist with annual budget planning exercise
-          Recruit and maintain employee contracts with internal teams and external vendors
-          Vendor managements

Job Requirements

-          Knowledge of the whole ITIL process
-          Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive and etc...
-          Knowledge of Nexthink, SCCM and CMB an added advantage
-          Knowledge in ServiceNow ticketing system, able to view / create / resolve tickets and generate reports
-          Oversee I.T. solutions repository and ensure the top quality solutions to be used with low costs
-          Able to work independently and liaised with global teams
-          Be a self-learner, a team player and able to work in different environment
-          Excellent analytical and problems solving skills
-          Self-initiative, independent and enthusiastic
-          Maintain a high level of employee’s morale within the team
-          Make the quick and right decisions on any urgent and ad-hoc issues
-          Required to work or join different meeting during non-office hours

Our Culture


VF Corporation is one of the world’s largest apparel, footwear and accessories companies, connecting people to the lifestyles, activities and experiences they cherish most through a family of iconic outdoor, active and workwear brands including Vans®, The North Face®, Timberland® and Dickies®. 

  • Find career-defining opportunities with brands you know and love. A career with VF Corporation gives you unrivaled opportunities to make an impact across multiple geographies, product categories and distribution channels. 
  • Collaborate with the world’s best and brightest. From innovative designers to expert digital marketers, you’ll work side by side and learn from the best. All in an atmosphere of trust, respect and passion for the sustainable and active lifestyles we power. 
  • Discover what’s possible within a truly people-first culture. We’re a company devoted to you, the people who make us successful. Here you’ll find respect, passion and straight talk. You’ll also find an expectation of hard work, accountability and unrelenting expectations of high standards that lead to effective results.
  • Be proud of your contribution toward our company’s Purpose. Our purpose is to power movements of sustainable and active lifestyles for the betterment of people and our planet. No matter the role, we each come to work every day ready to inspire, support and drive one another forward. We all have the opportunity to go home every night knowing we’ve made the world a little better and brighter than it was yesterday. 
  • Reach your personal and professional potential. At VF Corporation, human potential is our primary competitive advantage. That’s why we put such an emphasis on every associate’s personal and professional growth. From the C-suite to the retail floor, there’s no better place to find something you love and to be challenged, stretched and supported in order to discover what you’re really capable of. 

VF associates enjoy a generous benefit package that includes on-demand learning opportunities, tuition assistance, product discounts and much more. Our “One VF” culture makes VF a place where people of all ages, genders, races and orientations feel at home. It’s a unique trait - one that’s earned us honors like Fortune’s “World’s Most Admired Companies” and Barron’s “100 Most Sustainable Companies


  • Your career at VF can have the agility to follow your passion wherever it takes you, across our brands, our functions, and even countries. 
  • Our competitive spirit is nurtured inside a culture defined by integrity, authenticity and respect. We celebrate our success as “we”, never “me.” Every VF associate is surrounded by colleagues they can trust to share wisdom, sweat the details and have their back when things get tough.
  • We are one of the world’s largest apparel, footwear and accessories companies, connecting people to the lifestyles, activities and experiences they cherish through our family of iconic outdoor, active and workwear brands. 
  • You can do what you love and accelerate a career here with far less limitations than elsewhere.