Structured – Hands-on – Customer-focused

Based in Thailand, you'll lead a small but critical IT Service Desk team that keeps our global operations running smoothly. You take ownership of daily service delivery, guide your team, and drive continuous improvement in a 24/5 international environment. You combine operational control with coaching and innovation, ensuring every user receives reliable, high-quality IT support. You don't just manage the desk—you elevate it.

Join the force behind TOO HEAVY, NOTHING TOO HIGH

Your job in a nutshell:

• You lead the day-to-day operations of the IT Service Desk, ensuring incidents and requests meet SLA targets
• You manage a small but effective customer focused team, reporting to the IT Operations Manager
• You act as the escalation point for complex or high-impact incidents
• You monitor ticket queues, prioritisation, and workload distribution
• You coach and develop your team, running performance reviews and 1-on-1s
• You drive a customer-first mindset across all support activities
• You track and improve key KPIs: FCR, MTTR, CSAT, backlog and SLA compliance
• You identify recurring issues and contribute to problem management and process improvement
• You introduce and stimulate the use of automation, self-service and AI tools
• You maintain and improve the knowledge base and documentation quality
• You collaborate with IT teams (security, applications, infrastructure) and manage stakeholder expectations
• You ensure compliance with SHEQ standards, IT policies and security requirements (e.g. ISO 27001)
• You deliver clear reporting and insights on service performance

ABOUT YOU

You are a

hands-on leader who enjoys structure, service quality and continuous improvement

. You step in where needed, but you also step back to develop your team. You make decisions based on data, and you bring clarity in fast-moving environments.

You combine

technical understanding

people leadership

, and a

drive to optimise processes

, including the use of AI and automation.

What you bring:

Required:

• Experience leading or mentoring an IT Service Desk or support team
• Strong understanding of incident management, SLA tracking and IT support processes
• Experience with ticketing systems and service management tools
• Ability to analyse KPIs (FCR, MTTR, CSAT) and drive improvements
• Strong communication skills in an international environment
• A structured, proactive and solution-oriented mindset
• Commitment to safety, compliance and IT security standards

Preferred:

• Knowledge of ITIL principles or service management frameworks
• Experience with automation, self-service platforms or AI-driven support tools
• Experience in a global or 24/5 support environment
• Exposure to ISO standards or audit environments

YOU GIVE SOME, YOU GET SOME

We offer you a role where you truly own your scope and shape the future of IT support within a global organization.

• Market conform salary according to the seniority in the position
• A leadership role with real impact in a global IT environment
• Opportunities to introduce innovation (AI, automation, service optimization)
• A strong focus on development, ownership and autonomy
• A team where safety, precision and collaboration come first
• The chance to grow within a global, family-owned company active in over 65 countries

Ready to lead, improve and inspire?

Join Team Blue and Own Your Future.