Help Desk Team Lead

Key Responsibilities

1. Team & Shift Management

o Lead, supervise, and motivate a 24x7 L1 Application Helpdesk team.

o Responsible for staff scheduling, shift rotation, attendance, andmanpower planning to ensure 24x7 coverage.

o Conduct daily team briefings, assign tasks, and monitor real-time servicestatus.

2. Service Delivery & Escalation Management

o Oversee daily incident and request handling for North America end-users, focusing on application support only.

o Handle complex escalated tickets, critical user issues, and high-priority cases that require TL intervention.

o Act as the main escalation point between the L1 team, L2/L3 supportteams, and internal stakeholders.

3. Quality, KPIs & Reporting

o Monitor and drive team performance against SLAs: response time, firstcontact resolution (FCR), closure rate, CSAT, etc.

o Perform service data analysis, identify trends and gaps, and

o Proficient in Excel for data analysis and PPT for report preparation.

o Prepare and present weekly and monthly reports for managementreview.

o Conduct regular KPI review, performance coaching, and feedback forteam members.

4. Process & Knowledge Management

o Maintain and optimize Helpdesk SOPs, workflows, and escalation paths.

o Manage the knowledge base (KB): ensure articles are accurate, up-to-date, and used by the team.

o Drive continuous service improvement: reduce repeat issues, improveefficiency,and standardize troubleshooting.

5. Training & Team Development

o Provide onboarding, training, and coaching for new and existing teammembers.

o Conduct regular refresh training on applications, tools, communicationskills, and SLA compliance.

6. Stakeholder Communication

o Maintain strong communication with team members, peers, andclient/regional management.

o Provide regular updates, service status reports, and improvementproposals to stakeholders.

o Handle user complaints or sensitive cases in a professional and timelymanner.

Scope Clarification:

This role leads application-level L1 support only; not responsible for hardware, OS,or other EUC L1 support.

Requirements

1. Language: Fluent in English and Mandarin (spoken & written); Mandarin is mandatory.

Experience:

o Minimum 2-4 years of L1/L2 Helpdesk experience, with at least 1-2years in a Team Lead/ Supervisor role.

o Strong experience in 24x7 IT service desk operations and shift management.

3. Tool Knowledge:

o Hands-on experience and familiar with ServiceNow, Landesk,Zoho MSP;Zendesk, Freshservice, Jira Service Management, BMC Remedy is a plus.

4. Application Support Background:

o Experience supporting business applications such as SAP, ERP, Office365,Outlook, SharePoint,internal HR/finance systems,etc.

5.Leadership & Management Skills:

o Proven experience in team management, scheduling, performancecoaching, and KPI management.

o Ability to analyze operational data and generate weekly/monthlyreports.

o Experience in knowledge base management, process improvement, andSOP development.

o Proficient in MS Excel for data analysis and MS PowerPoint forcreating weekly & monthly reports.

6. Soft Skills:

o Excellent communication, interpersonal, and stakeholder managementskills.

o Strong leadership, problem-solving, and decision-making abilities.

o Positive, proactive, and able to work under pressure in a fast-pacedglobal support environment.

7. Shift Flexibility:

o Fully understand and accept 24x7 shift model; able to support after-hours, night shifts, and on-call duties as required.