Description
Agoda is hiring a Global Technical Helpdesk Manager to lead Level 1 IT support operations and frontline helpdesk teams. The role oversees SLAs, KPIs, OKRs, ticket volumes, response and resolution times, customer satisfaction, incident and request processes, service documentation, and continuous improvement through automation, workflow optimization, and knowledge management. The manager will collaborate with Infrastructure, Security, Engineering, and business teams and require a bachelor’s degree or equivalent experience, at least seven years of IT support or helpdesk leadership experience, and familiarity with ITIL/ITSM, Microsoft 365, Entra, Active Directory, Google Workspace, Windows/macOS, and ITSM tools.
