Team Lead - Desktop Team

3-5 years
333 - 417 MYR monthly
2 months ago 67 Applied
Job Description

Role and Responsibilities:

  • Assist Operations Manager in goal setting in achieving of service goals, skill enhancement and performance reviews activities for field service staffs.
  • Working with Operations Manager to develop workflow for the engineer team.
  • Investigate, escalate and resolve any issues resulting from substandard performance.
  • Provide support and guidance to field service staff to ensure timely and quality customer services by ensuring company policies and procedures are followed by the team members.
  • Address customer enquiries, resolve issues and obtain customer feedbacks proactively.
  • Identify and escalate employee concerns/complaints to Manager.
  • Monitoring the resource identification and planning with the Queue Coordinator.
  • Ensure all works been carried out as per SOW, ensure quality of the service been deliver and conduct a post-service evaluation to determine how well result were achieved.
  • Support engineer team in achievement of service goals.
  • Assist Assist Operations Manager in hiring new Engineer and ensure that the resources are properly trained to meet service objectives.

  • Candidate must possess at least a Diploma or Bachelor's Degree in Computer Science/Information Technology or equivalent
  • Minimum 3-4 years in the IT industry preferably with Team Lead role experience in Field Services Operation.
  • Have good experience in a desktop support services team and at the leading role managing a team of engineer.
  • Outstanding skills in planning, problem solving and high attention to detail
  • Good written and oral communication skills.
  • High level of flexibility, with a strong work ethic and an entrepreneurial spirit to accommodate a high level of responsibility and multiple priorities.
  • Articulate, professional demeanor with strong self-confidence and initiative.
  • Might require to travel within customer site in Klang Valley
  • 1 year contract (renewable)*

ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively.

In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 40 years, starting from when it was CSA, then subsequently CSC and now as part of the CTC and Itochu Group.

Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers an extensive portfolio of systems integration solutions to enable businesses to operate more efficiently.

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