Global Technical Support Engineer Manager

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 7+ yearsEducation: bachelorsSkills: ["People leadership","Stakeholder management","Analytical skills","Communication","Problem-solving","Organizational and time-management"]

Lead and improve global Level 1 IT helpdesk operations, ensuring consistent performance against SLAs and KPIs. Own team OKRs, oversee daily and weekly service reporting, and ensure incident/request processes are followed with timely escalations. Partner with infrastructure, security, engineering, and business teams to improve support workflows, service quality, and user experience using data insights. Drive process, tool, automation, and knowledge management improvements, while maintaining service documentation and readiness.

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FursaFursa
Agoda
Agoda
4 days ago

Global Technical Support Engineer Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead and improve global Level 1 IT helpdesk operations, ensuring consistent performance against SLAs and KPIs. Own team OKRs, oversee daily and weekly service reporting, and ensure incident/request processes are followed with timely escalations. Partner with infrastructure, security, engineering, and business teams to improve support workflows, service quality, and user experience using data insights. Drive process, tool, automation, and knowledge management improvements, while maintaining service documentation and readiness.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and improve global Level 1 IT helpdesk operations, ensuring performance against SLAs and KPIs.
  • •Set, review, and track team OKRs aligned to business priorities.
  • •Oversee daily and weekly service operations and report ticket volumes, response/resolution times, CSAT, and recurring issues.
  • •Ensure incident and request processes are followed with timely escalation to reduce business impact.
  • •Drive improvements in support workflows, processes, tools, automation, and knowledge management; maintain service documentation (SOPs, runbooks, knowledge articles).

Key Requirements

  • •Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • •7+ years of experience leading IT support, IT operations, service desk, or helpdesk teams.
  • •Experience leading frontline/Level 1 support teams in a fast-paced enterprise environment.
  • •Strong ITIL/ITSM knowledge across Incident, Request, Problem, Knowledge, and Service Level Management.
  • •Experience managing and reporting SLAs, KPIs, and OKRs; familiarity with Microsoft 365, Entra, Active Directory, Google Workspace, and Windows/macOS support.
Experience:7+ yearsEnterprise IT supportIT operationsService deskHelpdesk
Education:Bachelor's in Information Technology, Computer Science, or a related field
Skills:People leadershipStakeholder managementAnalytical skillsCommunicationProblem-solvingOrganizational and time-management
Tech Stack:ITILITSMMicrosoft 365EntraActive DirectoryGoogle WorkspaceWindowsMacOSServiceDeskServiceNowJira Service ManagementAPI-based tools

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
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