Service Desk Supervisor (English, Mandarin)

Job Description Supervisor Location: Remote Full-time Department: Service Desk Working hours : Mon–Fri, max 45 hours/week About Sunbytes Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment. About the Opportunity Sunbytes is seeking a Supervisor to help oversee and enhance our Service Desk Team across the APAC region. In this role, you will be responsible for ensuring smooth day-to-day support operations, maintaining SLA performance, and driving continuous improvement across service workflows. You will lead a remote support team, manage escalations, coordinate cross-functional efforts, and ensure compliance with global standards such as ISO 27001 and SOX. Key Responsibilities Oversee daily Service Desk ops and ensure SLA compliance. Manage ticket queues, prioritize issues, and handle escalations. Coordinate with teams to resolve incidents quickly. Monitor KPIs (FCR, AHT, CSAT) and report performance Maintain updated SOPs and drive continuous process improvements. Coach the team and build a strong, collaborative culture. Ensure effective use of ITSM tools and compliance with security standards. Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions. Build real-time KPI dashboards, plan annual training based on skill gaps. Requirements Job Requirements Minimum 3 years of experience in Service Desk, IT Operations, or related IT support environments, with proven supervisory or team-lead responsibilities. Fluent in English and Mandarin. Proficient with ITSM tools, automation, and monitoring platforms. Solid knowledge of SLAs, KPIs, and support workflows. Strong leadership, coaching, data-driven decision-making Clear communication and stakeholder management. Resilient, adaptable under pressure. Benefits Benefits Leave: 30 days per year, including all holidays (based on a 12-month contract). Learning & Development: Access to training programs and sponsorship for IT certifications. Compensation Growth: Annual salary review and performance-based bonus.