Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world's most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms - including some of the UK's top ten law firms.
We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.
We're a pioneering and innovative organisation; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers. And it's through this success that we are now looking to evolve our global managed services function with additional roles in our team across London and Kuala Lumpur.
About the RoleWe are looking for an experienced Team Manager to be part of our 24/7 Managed Services Team based in Kuala Lumpur, Malaysia. Reporting to the Regional Director, the Enterprise Team Manager will lead a dynamic team dedicated to providing top-tier support to our enterprise-level customers. This role is pivotal in managing the team's operations, including ticket triage, scheduling, and enhancing technical capabilities, to ensure efficient and timely resolution of complex issues.
The manager will collaborate with cross-functional teams to deliver exceptional service and drive customer satisfaction. Our customers are primarily based in the UK and US, so you must be fluent in spoken and written English.
Start DateASAP
Office hoursYou will work regular KL Business Hours, Monday to Friday 10am – 7pm. You will observe KL public holidays.
LocationKuala Lumpur, Malaysia. We are currently operating in a hybrid working model and as such it will be a mix of working from home and in our office in Solaris Dutamas (Publika) for a minimum of 3 days a week.
ResponsibilitiesLead and manage the Enterprise Services Team, fostering a culture of excellence and continuous improvement.
Oversee the ticket management process, ensuring high-priority issues are escalated and resolved promptly.
Schedule team members across various shifts to maintain 24/7 support coverage.
Develop and enhance the technical skills and knowledge of the team through regular training and mentorship.
Drive efficiency within the team by streamlining processes and implementing best practices for optimal workflow.
Champion professional services within the team, ensuring available resources are fully utilized and are supported in delivering chargeable work.
Conduct regular one-on-one meetings with team members to provide personalized support and career development opportunities.
Cultivate a supportive and inclusive team environment, prioritizing the well-being and professional growth of each team member.
Approve timesheets, manage team attendance, and ensure accurate logging of time spent on customer issues.
Participate in the recruitment process, capacity planning, and performance evaluations for the team.
Collaborate with Service Delivery Manager to align support strategies with customer expectations and service level agreements (SLAs).
Work closely with other Team Managers to align the Enterprise Team with the needs of the business.
Experience and skillsMust haveA minimum of 5 years of experience in a technical support environment, with at least 2 years in a managerial role.
Previous experience as a Service Delivery Manager or similar role, with a proven track record of managing service delivery teams will be a plus.
Strong leadership skills with the ability to motivate and guide a team towards achieving operational goals.
Excellent problem-solving skills and the ability to handle complex customer issues with a solutions-oriented approach.
Familiarity with IT service management tools and ticketing systems – Halo, Service Now, Connectwise.
Exceptional communication and interpersonal skills, with the ability to interact effectively with team members, customers, and stakeholders at all levels.
Ability to work in a fast-paced environment and manage multiple priorities.
Nice to haveCertifications in ITIL, PMP, or similar frameworks.
Comfortable presenting and speaking in a company-wide setting, including customer facing scenarios where required.
Experience with cloud services and enterprise software solutions.
Prior experience in a technical role, particularly around Wintel will be an added advantage.
What we offer in returnCompetitive salary plus performance related bonus.
Hybrid working (mix of primarily working from home / Kuala Lumpur office).
Wide range of Company benefits.
Day off on your birthday.
Be part of an award winning technical team.
Company funded exams including an incentive pay out for successful completion.#J-18808-Ljbffr