About Agoda
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
Agoda is currently seeking a talented and experienced Global Technical Helpdesk Manager to lead our Level 1 IT support operations. The ideal candidate will have a strong track record in managing frontline IT support teams, driving service excellence, and ensuring a high-quality, customer-centric support experience across the organization. This role requires someone who can balance operational performance, people leadership, stakeholder collaboration, and continuous improvement while ensuring support services are delivered efficiently and consistently against agreed service levels.
Responsibilities:· Lead and improve global Level 1 IT helpdesk operations, ensuring performance against SLAs and KPIs.
· Set, review, and track team OKRs, ensuring alignment with business priorities and team involvement.
· Oversee daily and weekly service operations, including reporting on ticket volumes, response/resolution times, CSAT, and recurring issues.
· Ensure incident and request processes are followed effectively, with timely escalation to reduce business impact.
· Use data and insights to improve support workflows, service quality, efficiency, and user experience.
· Work closely with Infrastructure, Security, Engineering, and business teams to support issue resolution and service improvements.
· Provide IT input into upcoming projects to ensure support readiness and operational fit.
· Build a collaborative, transparent, and customer-focused team culture with regular feedback and knowledge sharing.
· Drive improvements in processes, tools, automation, and knowledge management to increase productivity and reduce resolution time.
· Maintain service documentation, including SOPs, runbooks, knowledge articles, and operating procedures.
Requirements:· Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
· 7+ years of experience in IT Support, IT Operations, Service Desk, or Helpdesk leadership roles.
· Experience leading frontline or Level 1 support teams in a fast-paced enterprise environment.
· Strong understanding of ITIL/ITSM practices, especially Incident, Request, Problem, Knowledge, and Service Level Management.
· Experience managing and reporting on SLAs, KPIs, and OKRs.
· Familiarity with Microsoft 365, Entra, Active Directory, Google Workspace, and Windows/macOS support.
· Experience with ITSM tools such as ServiceDesk, ServiceNow or Jira Service Management.
· Strong analytical, communication, stakeholder management, and problem-solving skills.
· Strong organizational and time-management skills, with the ability to manage multiple priorities.
· Exposure to automation, workflow optimization, and API-based tools to improve support efficiency is a plus.
Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Discover more about working at Agoda
- Agoda Careers https://careersatagoda.com
- Facebook https://www.facebook.com/agodacareers/
- LinkedIn https://www.linkedin.com/company/agoda
- YouTube https://www.youtube.com/agodalife
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent experience
- 7+ years of experience in IT Support, IT Operations, Service Desk, or Helpdesk leadership roles
- Experience leading frontline or Level 1 support teams in a fast-paced enterprise environment
- Strong understanding of ITIL/ITSM practices, including Incident, Request, Problem, Knowledge, and Service Level Management
- Experience managing and reporting on SLAs, KPIs, and OKRs
- Familiarity with Microsoft 365, Entra, Active Directory, Google Workspace, and Windows/macOS support
- Experience with ITSM tools such as ServiceDesk, ServiceNow, or Jira Service Management
- Strong analytical, communication, stakeholder management, and problem-solving skills
- Strong organizational and time-management skills, with the ability to manage multiple priorities
- Exposure to automation, workflow optimization, and API-based tools to improve support efficiency
Agoda Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Agoda and has not been reviewed or approved by Agoda.
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Flexible Benefits — Flexible allowances like “Agoda Choice” are presented as customizable for health, learning, travel, fitness, or wellness, which can increase perceived value beyond base pay. Reimbursement-style options are also described as usable for a wide range of personal needs, from training to wellness expenses.
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Healthcare Strength — Health-related coverage is described as comprehensive, including medical and life insurance and, in some places, dental and vision. Mental-health and support resources such as an Employee Assistance Program and unlimited Headspace access are also highlighted.
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Wellbeing & Lifestyle Benefits — Hybrid/remote arrangements and a work-from-anywhere style program are positioned as benefits that support work-life balance. Travel-related perks such as employee discounts and automatic Platinum membership add lifestyle value for employees who use the platform.
Agoda Insights
What We Do
Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel platforms. Founded in 2005 and now part of Booking Holdings (Nasdaq:BKNG), Agoda has a network of over 2,900,000 properties worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 7,000 professionals from 90 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. For properties seeking partnership with Agoda, visit https://connect.agoda.com
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