Service Desk Team Lead

Position Overview

The Service Desk Team Leader is responsible for leading and managing the service desk team to deliver high-quality IT support services. This role ensures operational excellence, customer satisfaction, and continuous improvement in line with organizational standards.

Key Requirements

• Education: Diploma or higher in IT, Computer Science, or related discipline.
• Experience: Minimum 5 years in IT support with proven leadership/team coordination.
• Certifications: ITIL Foundation, SDI Service Desk Manager, HDI-SCTL preferred.
• Communication Skills: Strong verbal and written communication with technical and non-technical stakeholders.
• Technical Proficiency: IT infrastructure, service management tools, and IT best practices.
• Leadership Qualities: Team mentoring, conflict resolution, coaching, and retention strategies.
• Operational Expertise: Service Level Management, SOPs, ITIL-based operations, knowledge management, metrics, and reporting.

Primary Role

1. Lead & Empower: Provide coaching, training, and daily support to service desk staff.
2. Customer Experience: Uphold professionalism and responsiveness in all interactions.
3. Continuous Improvement: Drive process optimization and service delivery enhancements.
4. Culture & Discipline: Maintain morale, enforce policies, and ensure compliance.

Responsibilities

• Team Management: Scheduling, workload monitoring, SLA adherence, escalation handling.
• Operational Oversight: Ticket handling, workflow compliance, incident analysis, root cause detection.
• Stakeholder Engagement: Cross-department coordination, partner relationships, effective communication flow.
• Training & Development: Coordinate training initiatives with the Service Delivery Manager.

Operations

• Location: Plaza Sentral, Kuala Lumpur, Malaysia.
• Working Hours: 24/7 rotation shifts.
• Languages: English and Mandarin preferred.