IT Support & Help Desk Manager (Surabaya)

About the job IT Support & Help Desk Manager (Surabaya)

Meratus Group is a leading integrated maritime and logistics operator in Indonesia, pioneering innovative solutions that drive efficiency and sustainability in the industry. With a rich history dating back to 1957, Meratus has evolved into a powerhouse, operating over 45 shipping routes, a fleet of 100 vessels, and a network of container terminals and logistics centers.
At Meratus, we are committed to digitalization, innovation, and transformation, ensuring seamless logistics and maritime services across Indonesia and Southeast Asia. Our customer-centric approach and agile operations empower businesses to navigate complex supply chain challenges with confidence.
We take pride in fostering a dynamic and inclusive workplace, where talented professionals can thrive and contribute to shaping the future of maritime logistics. Join us and be part of a team that is redefining industry standards while making a meaningful impact on global trade and sustainability.

Position Overview : We are seeking a proactive IT Assurance & Support Services Manager to lead our day-to-day internal IT operations, workplace support, and endpoint maintenance. This role bridges hands‑on technical support management with strategic IT infrastructure planning, ensuring high team productivity, optimized asset lifecycles, and exceptional executive‑level end‑user support.

Responsibility :

• Team Leadership & Productivity: Supervise the internal IT support team; track daily, weekly, and monthly productivity metrics; and manage the troubleshooting escalation matrix.
• IT Operations & Provisioning: Oversee employee onboarding/offboarding system setups, user access management, endpoint maintenance, hardware/software deployment, and application troubleshooting.
• Infrastructure & Security Collaboration: Provide actionable feedback to internal teams (e.g., Security) to improve cross‑problem solutions; assist in planning and building robust IT infrastructure.
• Asset & License Management: Manage the IT hardware and software inventory; ensure proper software licensing compliance and lifecycle management.
• Asset & License Management: Manage the IT hardware and software inventory; ensure proper software licensing compliance and lifecycle management.
• Executive Support & Documentation: Provide premier technical support and best‑practice advisory to executive staff. Author and update technical manuals and IT documentation.

Requirements :

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 5+ years of experience in IT Support/Helpdesk management, with at least 2 years in a leadership or managerial capacity.
• Strong experience managing IT infrastructure, enterprise software licensing, and asset management systems.
• Proven track record in managing vendor sourcing and budget planning.
• Excellent stakeholder management and communication skills, with experience supporting executive leadership.