Service Desk & Support Manager Corporate IT & IS
Kompas Gramedia
- West Jakarta, IndonesiaJl. Palmerah Selatan No. 22-28. Jakarta, Indonesia, West Jakarta, DKI Jakarta, IndonesiaWest JakartaDKI JakartaIndonesiaIndonesia
- Penuh waktuFULL_TIME
Lowongan dipasang 25 days ago dan batas waktu lamaran adalah 27 Feb
Rekruter terakhir aktif 18 hours ago
2025-12-15T04:24:49.040551+00:002026-02-27T17:00:00+00:00Deskripsi Pekerjaan
- Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption - Ensure consistent service delivery and adherence to ITSM standards.
- Lead process adherence for incident, problem, and change management.
- Provide mentorship/guidance to support teams on best operational practices.
- Conduct root cause analysis for service disruptions and ensure preventive measures are implemented.
- Maintain detailed service documentation, including incident reports, service requests, and change logs.
- Generate detailed reports on service performance, highlighting key metrics and areas for improvement.
- Manage workload planning, shift scheduling, and ensuring adequate service coverage (including 24/7 operations if required).
- Manage SLA, performance dashboards, and team KPIs.
Kualifikasi Minimum
- Bachelor’s degree in information technology, computer science or 5 years’ experience in ITSM.
- 5 years of experience in IT service management and Technical Support.
- Proven experience leading Service Desk and Technical Support teams (onsite and remote).
- Experience supporting medium-to-large user environments (100+ users are a strong advantage).
- Strong background in IT operations, incident management, problem management, and request fulfillment.
- Familiarity with the ITIL framework (ITIL Foundation certification is required).
- Ability to design and enhance SOPs, Work Instructions, and IT service procedures aligned with ITIL best practices.
- Experience with ITSM tools and managing incidents, service requests, and changes.
- Strong knowledge of ITSM frameworks with hands-on experience.
- Excellent problem-solving and process improvement skills, with the ability to manage escalated incidents.
- Effective communication and coordination skills.
- Strong troubleshooting skills in Windows/MacOS, office applications, networking basics (LAN/WAN/Wi-Fi), printers, and endpoint devices.
- Basic knowledge of networking concepts (TCP/IP, DHCP, DNS, VPN).
- Experience in IT asset management, monitoring, patching, and hardware lifecycle processes.
- Basic understanding of cloud services (Microsoft 365, Azure, Google Workspace, AWS) is a plus.
Ringkasan Perkerjaan
- Tingkat Posisi
- Mid-Senior Level Manager
- Spesialisasi
- IT and Software
- Persyaratan tingkat pendidikan
- Lulus program Sarjana (S1)
- Respon rekruter ke lamaran
- Once in a while
- Alamat Kantor
- Jl. Palmerah Selatan No. 22-28. Jakarta, Indonesia, West Jakarta, DKI Jakarta, Indonesia
Agar merasa aman saat melamar: carilah ikon verifikasi dan selalu lakukan riset terhadap Perusahaan yang Anda lamar. Hindari dan laporkan situasi dimana Perusahaan membutuhkan bayaran dalam proses rekrutmen mereka.
Tentang Kompas Gramedia
Kompas Gramedia, through its more than 50 years of history, is striving for one goal: enlightening and empowering Indonesia. To ensure that we are able to serve the nation for another 50 years, we are undergoing a digital transformation; strengthening and expanding our solid business pillars by developing new digital business initiatives.
Our vision is to enlight all the people in Indonesia with all the knowledge we have.