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Supervisor, Service Desk

IT - General
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Midvalley, Kuala Lumpur

About The Job

To maintain the day-to-day IT operational support for internal business users and external vendors. While providing high level of customer satisfaction, Service Desk Team Lead is responsible for resolving daily / ad hoc incidents and requests in timely manner and escalate to the appropriate support groups. Service Desk Team Lead must have good balance of SD team management as well as customer communication skills.

  • Lead the Service Desk Team and guide the teammates for daily operations
  • Acting as escalation point for Service Desk Team
  • Provide technical guidance to SD Team
  • To manage the performance of Service Desk to ensure that service levels are achieved defined KPIs/SLAs, customer expectations/requirements
  • Monitor and manage phone queue (participating in escalated calls as needed) ensure the abandon calls and first call resolution are meeting/exceeding the defined KPI
  • Provide backup support to Manager, EUS and SD Team
  • Ensure teammates with skill levels are maintained throughout operational hours by managing shift schedules
  • Deliver and manage any regional and global projects
  • Review of daily service desk related processes, workflows and documentations
  • Liaise with management team on IDP and goals
  • Maintain a high level of employee morale within the team
  • Collaborate with End User Services Teams to provide better services to business users
  • Motivates the team to adhere to IT best practices, standards, and processes and deliver outstanding customer service and satisfaction to employees
  • Manage process for communicating outage/emergency activities to the organization
  • Handle customer complaints
  • Provide input and make recommendations in continuous improvement of end user experience with various team with Global/Regional Service Desk team

Job Requirements

  • Have working experience as tier 1 and tier 2 in End User Services / Service Desk teams
  • Windows 7/10 and Macintosh administration and troubleshooting skills
  • Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive and etc...
  • Knowledge in ServiceNow ticketing system, able to view / create / resolve tickets and generate reports
  • 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
  • Occasionally required to work or join meeting during non-office hours
  • 3 language skills are required (English/Cantonese/Mandarin) to communicate with the respective language-speaking Business Users

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.