Systems Support Manager

Position : System Support Manager

Salary : RM 5,500 - RM 12,000

Location : Desa Aman Puri, Kepong

Working Hours : 8.30am – 5.30pm / Mon – Fri

The System Support Manager will be responsible for overseeing the day-to-day operations of the IT support team, ensuring the smooth and efficient functioning of all system-related activities. This role will involve managing technical support services, troubleshooting issues, maintaining systems, and implementing solutions to enhance system performance and user satisfaction.

Responsibility:

TEAM MANAGEMENT

• Lead, mentor and manage the system support team, ensuring the team provides timely and high-quality support to internal and external stakeholders.
• Develop and implement performance metrics for the team, ensuring productivity and service quality standards are met.
• Conduct regular performance evaluations and identify areas for professional development.

SYSTEM SUPPORT

• Lead and accountable in providing the teams’ support by ensuring they are competent, receiving the appropriate training, and mentoring.
• Ensuring the individual team service KPI’s aligned with ISO9001:2015 guidelines, manage regular follow up and ensure the service level to the highest standards to satisfy customers.
• Collaborate with Sales and Research & Developments (R&D) to improve overall customer experiences and to ensure a good service level to customers.
• Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communication until customer has confirmed issue resolution.
• Hands-on with the process and business and technical understanding of the process.
• Develop, implement and continuously improve process and approach across all areas of work and support team.
• Heading the Application and IT Support Team.

INTERNAL IT

• Lead IT staff and provide advisory and support to the team.
• Oversees and involve on the overall department functionality in IT infrastructure.
• Collaborate and propose system solution to enhance business processes. (Email, Cybersecurity, Endpoint, Cloud Computing).
• Implement necessary information security, standard and guidelines.
• To develop, maintain and enhance system for the organization to streamlining processes.
• Perform other related duties as assigned.

PRE-SALES SUPPORT / CONSULTANT

• Provide technical pre-sales assistance/consultancy to the sales team / BD team.
• Coordinating and managing technical validation for Proof of Concept (POC).
• Present technical information to audiences of different levels.
• Assist sales team for formulating technical aspects to requests for information and proposals.
• Assist sales / BD to identify customer requirements, features, and functionalities.
• Communicate solutions architecture to customers, third parties and project teams.

BUDGET & ASSET MANAGEMENT

• Manage the budget for system support, including purchasing, upgrading, and maintaining IT equipment and software.
• Ensure that all systems and assets are accurately inventoried and tracked.