Microsoft 365 Helpdesk Supervisor

4 days ago

West Jakarta Jakarta, Indonesia AICORE Network Solution Full time

1. Overview

You will lead and support the launch of our new Microsoft 365 Helpdesk service, playing a key role in building a reliable 24/7 support operation. The team you'll manage consists of around three - five members, including both junior and senior staff. This position requires a hands-on manager who actively gets involved in support tasks. Since this is the launch phase, you will also be expected to work closely with your supervisor to identify and secure the resources and tools needed for a successful start. Your mission will be to ensure customers have a great experience while keeping operations running smoothly and efficiently.

2. Job Description

  • Oversee the helpdesk team, including staff management (training, evaluation, shift scheduling)

  • Monitor customer support quality and drive SLA compliance

  • Handle escalated and complex customer inquiries directly

  • Design operational workflows and establish procedures during the service launch

  • Support tool implementation and propose operational improvements (ITSM, chatbot, etc.)

  • Prepare reports and communicate with clients and senior management

  • Respond promptly to incidents and coordinate with relevant stakeholders

  • Plan and implement continuous process improvement initiatives

  • Other tasks related to this position

3. Requirements

◆General Requirements

  • Strong English communication skills (both verbal and written).

  • Willingness to work on-site at our office in Jakarta Barat.

  • Strong motivation to work in Japanese company.

  • Passion for learning and adopting new technologies.

  • Ability to work independently and proactively.

◆Mandatory Skills / Experience

  • Min 3 YoE of Practical experience with Microsoft 365 services, especially Teams, Exchange, and SharePoint

  • Min 3 YoE of Experience in IT support, helpdesk, or IT service management

  • Min 3 YoE of Proven team management experience (preferably managing teams of 5 or more)

  • Certified Microfsoft 365 qualifications

  • Business-level English communication skills

  • Strong problem-solving and process improvement capabilities

◆Preferred Skills / Experience

  • ITIL or similar IT service management certification

  • Experience with ITSM tools such as ServiceNow or Jira Service Management

  • Basic project management knowledge or certifications (e.g., PMP)

  • Experience working in multilingual and multicultural environments

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