Service Desk & Support Manager Corporate IT & IS
Kompas Gramedia
- West Jakarta, IndonesiaJl. Palmerah Selatan No. 22-28. Jakarta, Indonesia, West Jakarta, DKI Jakarta, IndonesiaWest JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Posted 16 hours ago and deadline of application is on 27 Feb
Recruiter was hiring 16 hours ago
2025-12-15T04:24:49.040551+00:002026-02-27T17:00:00+00:00Job Description
- Handle routine incidents and service requests, coordinating resolutions to ensure minimal business disruption - Ensure consistent service delivery and adherence to ITSM standards.
- Lead process adherence for incident, problem, and change management.
- Provide mentorship/guidance to support teams on best operational practices.
- Conduct root cause analysis for service disruptions and ensure preventive measures are implemented.
- Maintain detailed service documentation, including incident reports, service requests, and change logs.
- Generate detailed reports on service performance, highlighting key metrics and areas for improvement.
- Manage workload planning, shift scheduling, and ensuring adequate service coverage (including 24/7 operations if required).
- Manage SLA, performance dashboards, and team KPIs.
Minimum Qualifications
- Bachelor’s degree in information technology, computer science or 5 years’ experience in ITSM.
- 5 years of experience in IT service management and Technical Support.
- Proven experience leading Service Desk and Technical Support teams (onsite and remote).
- Experience supporting medium-to-large user environments (100+ users are a strong advantage).
- Strong background in IT operations, incident management, problem management, and request fulfillment.
- Familiarity with the ITIL framework (ITIL Foundation certification is required).
- Ability to design and enhance SOPs, Work Instructions, and IT service procedures aligned with ITIL best practices.
- Experience with ITSM tools and managing incidents, service requests, and changes.
- Strong knowledge of ITSM frameworks with hands-on experience.
- Excellent problem-solving and process improvement skills, with the ability to manage escalated incidents.
- Effective communication and coordination skills.
- Strong troubleshooting skills in Windows/MacOS, office applications, networking basics (LAN/WAN/Wi-Fi), printers, and endpoint devices.
- Basic knowledge of networking concepts (TCP/IP, DHCP, DNS, VPN).
- Experience in IT asset management, monitoring, patching, and hardware lifecycle processes.
- Basic understanding of cloud services (Microsoft 365, Azure, Google Workspace, AWS) is a plus.
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- Jl. Palmerah Selatan No. 22-28. Jakarta, Indonesia, West Jakarta, DKI Jakarta, Indonesia
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About Kompas Gramedia
Kompas Gramedia, through its more than 50 years of history, is striving for one goal: enlightening and empowering Indonesia. To ensure that we are able to serve the nation for another 50 years, we are undergoing a digital transformation; strengthening and expanding our solid business pillars by developing new digital business initiatives.
Our vision is to enlight all the people in Indonesia with all the knowledge we have.