Global Technical Support Engineer Manager

Agoda seeks a Global Technical Support Engineer Manager to lead Level 1 IT support operations. The role involves driving service excellence and ensuring a high-quality, customer-centric support experience. The manager will oversee daily service operations, including reporting on ticket volumes and response times, and ensure incident and request processes are followed effectively. Responsibilities include working with Infrastructure, Security, and Engineering teams to support issue resolution and providing IT input into upcoming projects. The ideal candidate will have a strong track record in managing frontline IT support teams and balancing operational performance with people leadership.

Lead and improve global Level 1 IT helpdesk operations, ensuring performance against SLAs and KPIs.

Set, review, and track team OKRs, ensuring alignment with business priorities and team involvement.

Oversee daily and weekly service operations, including reporting on ticket volumes, response/resolution times, CSAT, and recurring issues.

Ensure incident and request processes are followed effectively, with timely escalation to reduce business impact.

Use data and insights to improve support workflows, service quality, efficiency, and user experience.

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

7+ years of experience in IT Support, IT Operations, Service Desk, or Helpdesk leadership roles.

Experience leading frontline or Level 1 support teams in a fast-paced enterprise environment.

Strong understanding of ITIL/ITSM practices, especially Incident, Request, Problem, Knowledge, and Service Level Management.

Experience managing and reporting on SLAs, KPIs, and OKRs.

Familiarity with Microsoft 365, Entra, Active Directory, Google Workspace, and Windows/macOS support.

Experience with ITSM tools such as ServiceDesk, ServiceNow or Jira Service Management.

Strong analytical, communication, stakeholder management, and problem-solving skills.

Strong organizational and time-management skills, with the ability to manage multiple priorities.

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