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.