ITSM & Helpdesk Manager

Job Close: Aug 31, 2026

  • Full Time

  • Technology

Phnom Penh

JOB RESPONSIBILITIES

  • Increase overall IT Service Desk efficiency by streamlining core processes and introducing automation to reduce manual effort and resolution time. 
  • Perform an end-to-end process assessment of Incident, Service Request, and Access Management workflows                   
  • Identify and prioritize top 10 high-volume, low-complexity requests for automation (e.g. password resets, standard access, equipment requests)                    
  • Implement automation using ITSM workflows, scripts, or integrations with IAM / HR systems                    
  • Standardize and simplify access provisioning by implementing role-based access matrices to minimize manual approvals and operational risk.                    
  • Define and document role-based access matrices by department and job function in cooperation with business and risk teams                    
  • Align access matrices with compliance, segregation of duties (SoD), and audit requirements                    
  • Integrate role-based access into ITSM / IAM workflows to enable automatic or single-approval provisioning                    
  • Ensure consistent service quality by strengthening SLA governance, workload management, and performance monitoring across the ITSD organization.                    
  • Review and recalibrate SLAs based on business criticality and ticket volumes                    
  • Implement real-time dashboards for SLA, backlog, and workload distribution                    
  • Introduce regular performance reviews and coaching for team leads and senior engineers                    
  • Provide clear, data-driven reporting to senior management while building a strong, accountable ITSD leadership structure.                    
  • Establish a standardized ITSD reporting pack (operations, risks, automation, cost, capacity)          
  • Define clear team structure, goals, and accountability model for all direct reports    
  • Conduct regular stakeholder reviews with business, risk, and audit functions           

JOB REQUIREMENTS

  • Microsoft Azure (MS Teams, MS Outlook, Exchange Online, OneDrive, SharePoint)                                    
  • Windows and macOS                                    
  • Networking knowledge (DNS, DHCP, subnets, routing fundamentals)                                    
  • Strong understanding ITIL methodology                                    
  • Strong understanding of SLA, KPI, IT service processes, and performance analysis                                    
  • 10years+ in ITSD IT Operation including VIP or executive support                                    
  • Experience working in an enterprise organization, preferably in the banking or financial sector                                    
  • Strong leadership skills, including goal setting, execution tracking, and accountability                                    
  • Experience with ITSM tools and reporting                                    
  • Experience managing teams, including goal setting and performance control                                    
  • Customer-oriented mindset: proactive, supportive, and focused on solving end-user issues efficiently                                    
  • Security-conscious: ensures no EOL components, maintains compliance, and minimizes risks                                    
  • Detail-oriented and structured: ensures proper documentation, compliance, and version control                                    
  • Proactive and improvement-driven: continuously looks for opportunities to automate and optimize workflows                                    
  • Resilient under pressure: handles escalations, urgent incidents, and deadlines calmly and effectively                                    

APPLY NOW

Interested candidates are invited
to send a cover letter and CV to Wing at: jobs@wingbank.com.kh
Are you ready to be part of Wing? There are a number of rewarding career options available. Successful applicants receive a competitive salary based on work experience, education, and potential. Employees can also expect a yearly raise and bonus, and enjoy benefits like access to a 24-hour hospital, surgical and personal accident insurance, good working conditions, and human resources policies in compliance with the Cambodian Labor Law.
Apply Now