SupervisorLocation: Remote Full-time Department: Service DeskWorking hours: Mon–Fri, max 45 hours/weekAbout SunbytesSunbytes 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 OpportunitySunbytes 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 ResponsibilitiesOversee 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 performanceMaintain 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.RequirementsJob RequirementsMinimum 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-makingClear communication and stakeholder management.Resilient, adaptable under pressure.BenefitsBenefitsLeave: 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.SupervisorLocation: Remote Full-time Department: Service DeskWorking hours: Mon–Fri, max 45 hours/weekAbout SunbytesSunbytes 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 OpportunitySunbytes 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 ResponsibilitiesOversee 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 performanceMaintain 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.

Supervisor

SupervisorSupervisorSupervisorSupervisorSupervisor

Location: Remote Full-time

Location:Location:Location:Location:Location:Remote Full-timeRemote Full-timeRemote Full-timeRemote Full-time

Department: Service Desk

Department:Department:Department:Department:Department:Service DeskService DeskService DeskService Desk

Working hours: Mon–Fri, max 45 hours/week

Working hoursWorking hoursWorking hoursWorking hoursWorking hours: Mon–Fri, max 45 hours/week: Mon–Fri, max 45 hours/week: Mon–Fri, max 45 hours/week: Mon–Fri, max 45 hours/week

About Sunbytes

About SunbytesAbout SunbytesAbout SunbytesAbout SunbytesAbout 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.

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.Sunbytes is a leadingSunbytes is a leadingSunbytes is a leadingSunbytes is a leadingTech & Talent SolutionsTech & Talent SolutionsTech & Talent SolutionsTech & Talent SolutionsTech & Talent Solutionscompany 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.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.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.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

About the OpportunityAbout the OpportunityAbout the OpportunityAbout the OpportunityAbout 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.

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.Sunbytes is seeking aSunbytes is seeking aSunbytes is seeking aSunbytes is seeking aSupervisorSupervisorSupervisorSupervisorSupervisorto help oversee and enhance ourto help oversee and enhance ourto help oversee and enhance ourto help oversee and enhance ourService Desk TeamService Desk TeamService Desk TeamService Desk TeamService Desk Teamacross theacross theacross theacross theAPAC region.APAC region.APAC region.APAC region.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.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.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.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

Key ResponsibilitiesKey ResponsibilitiesKey ResponsibilitiesKey ResponsibilitiesKey Responsibilities

• Oversee daily Service Desk ops and ensure SLA compliance.

Oversee daily Service Desk ops and ensure SLA compliance.

Oversee daily Service Desk ops and ensure SLA compliance.Oversee daily Service Desk ops and ensure SLA compliance.Oversee daily Service Desk ops and ensure SLA compliance.Oversee daily Service Desk ops and ensure SLA compliance.Oversee daily Service Desk ops and ensure SLA compliance.

• Manage ticket queues, prioritize issues, and handle escalations.

Manage ticket queues, prioritize issues, and handle escalations.

Manage ticket queues, prioritize issues, and handle escalations.Manage ticket queues, prioritize issues, and handle escalations.Manage ticket queues, prioritize issues, and handle escalations.Manage ticket queues, prioritize issues, and handle escalations.Manage ticket queues, prioritize issues, and handle escalations.

• Coordinate with teams to resolve incidents quickly.

Coordinate with teams to resolve incidents quickly.

Coordinate with teams to resolve incidents quickly.Coordinate with teams to resolve incidents quickly.Coordinate with teams to resolve incidents quickly.Coordinate with teams to resolve incidents quickly.Coordinate with teams to resolve incidents quickly.

• Monitor KPIs (FCR, AHT, CSAT) and report performance

Monitor KPIs (FCR, AHT, CSAT) and report performance

Monitor KPIs (FCR, AHT, CSAT) and report performanceMonitor KPIs (FCR, AHT, CSAT) and report performanceMonitor KPIs (FCR, AHT, CSAT) and report performanceMonitor KPIs (FCR, AHT, CSAT) and report performanceMonitor KPIs (FCR, AHT, CSAT) and report performance

• Maintain updated SOPs and drive continuous process improvements.

Maintain updated SOPs and drive continuous process improvements.

Maintain updated SOPs and drive continuous process improvements.Maintain updated SOPs and drive continuous process improvements.Maintain updated SOPs and drive continuous process improvements.Maintain updated SOPs and drive continuous process improvements.Maintain updated SOPs and drive continuous process improvements.

• Coach the team and build a strong, collaborative culture.

Coach the team and build a strong, collaborative culture.

Coach the team and build a strong, collaborative culture.Coach the team and build a strong, collaborative culture.Coach the team and build a strong, collaborative culture.Coach the team and build a strong, collaborative culture.Coach the team and build a strong, collaborative culture.

• Ensure effective use of ITSM tools and compliance with security standards.

Ensure effective use of ITSM tools and compliance with security standards.

Ensure effective use of ITSM tools and compliance with security standards.Ensure effective use of ITSM tools and compliance with security standards.Ensure effective use of ITSM tools and compliance with security standards.Ensure effective use of ITSM tools and compliance with security standards.Ensure effective use of ITSM tools and compliance with security standards.

• Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.

Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.

Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.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.

Build real-time KPI dashboards, plan annual training based on skill gaps.

Build real-time KPI dashboards, plan annual training based on skill gaps.Build real-time KPI dashboards, plan annual training based on skill gaps.Build real-time KPI dashboards, plan annual training based on skill gaps.Build real-time KPI dashboards, plan annual training based on skill gaps.Build real-time KPI dashboards, plan annual training based on skill gaps.