About us:

Agoda is currently seeking a talented and experienced Global Technical Helpdesk Manager to lead our Level 1 IT support operations. The ideal candidate will have a strong track record in managing frontline IT support teams, driving service excellence, and ensuring a high-quality, customer-centric support experience across the organization. This role requires someone who can balance operational performance, people leadership, stakeholder collaboration, and continuous improvement while ensuring support services are delivered efficiently and consistently against agreed service levels.

Responsibilities:

· 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.

· Work closely with Infrastructure, Security, Engineering, and business teams to support issue resolution and service improvements.

· Provide IT input into upcoming projects to ensure support readiness and operational fit.

· Build a collaborative, transparent, and customer-focused team culture with regular feedback and knowledge sharing.

· Drive improvements in processes, tools, automation, and knowledge management to increase productivity and reduce resolution time.

· Maintain service documentation, including SOPs, runbooks, knowledge articles, and operating procedures.

Requirements:

· 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.

· Exposure to automation, workflow optimization, and API-based tools to improve support efficiency is a plus.