Senior Service Desk Manager - Cloud Software Solutions

Service Desk Manager

Youtap is a leading fintech and platform provider delivering cloud-native, high-availability digital banking and commerce solutions across Asia-Pacific and beyond. Our solutions support mission-critical systems for banks, payment providers, telecoms, and large enterprise customers, with uptime expectations of 99.997% and beyond.

We are looking for a Service Desk Manager to establish, grow, and lead our Jakarta-based support operations for large enterprise customers. This role is responsible for building and managing a high-performance service desk team providing first-line and advanced support for both backend and frontend applications. You will ensure 24/7 availability, adherence to SLA commitments, and best-in-class customer satisfaction.

You must be a Customer Facing Service Desk Manager, ideally managing high performance platforms, you may have experience with managed services contracts, but will definitely have experience with customer service level agreements. Your team will be used to dealing with large enterprise customers including banks, telcos and large retail conglomerates who operate mission critical platforms.

Key Responsibilities

• Build and lead a high-availability Service Desk team to support Youtap's enterprise backend and frontend software applications.
• Define and enforce processes for incident, problem, and service request management based on ITIL best practices.
• Maintain strict adherence to a 99.997% uptime SLA across all customer-facing services.
• Act as the escalation point for critical issues and major incidents, ensuring timely communication and resolution.
• Coordinate across engineering, DevOps, and customer success teams to resolve issues and improve system resilience.
• Implement service monitoring, ticketing, and knowledge base systems to enhance service quality and efficiency.
• Track and report on SLA performance, root cause analysis (RCA), customer satisfaction, and support KPIs.
• Recruit, onboard, and mentor service desk staff with technical and customer-facing capabilities.
• Develop runbooks, SOPs, and team training plans to ensure 24/7 readiness and competence.