IT Application Support Asst. Manager (Talent Pool)

Job Description

• Lead and supervise the L1 Helpdesk team in day-to-day operations
• Ensure SLA compliance for incidents, service requests, and problems
• Act as the first escalation point for complex or critical issues
• Monitor ticket queues, workload distribution, and team performance
• Coordinate with L2/L3 teams, vendors, and business stakeholders
• Provide support for SAP and non-SAP applications (POS, Odoo, etc.)
• Maintain SOPs, documentation, and knowledge base updates
• Identify recurring issues and propose improvements or automation
• Prepare regular operational reports (SLA, trends, risks)
• Support continuous improvement in IT service delivery

Job Requirements

• Minimum 5 years experience in IT Support / Helpdesk
• Proven experience leading or supervising an IT support team
• Strong understanding of IT Helpdesk & IT Support operations
• Experience supporting SAP systems (basic functional knowledge)
• Experience with non-SAP applications (POS, Odoo, or similar ERP)
• Good understanding of IT infrastructure (network, server, end-user computing)
• Familiar with ITSM tools and ticketing systems
• Strong communication, coordination, and stakeholder management skills
• Able to work under pressure in a fast-paced environment