Senior Enterprise Helpdesk Leader | SLA & Incident Owner

iForte Solusi Infotek; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 180,000,000 - 300,000,000; Full time

Benefits offered by this job

Competitive benefits

Career growth opportunities

Fast-growing company

Job summary

SMN Group in Surabaya is seeking a seasoned Helpdesk Services Lead to manage and support our helpdesk team, ensuring timely resolution of incidents and adherence to SLAs across clients.

The ideal candidate has 5–8 years in a related field, a Bachelor's degree in telecom/CS/IT, strong leadership, communication, and English fluency. You will drive process improvements and collaborate with stakeholders to keep operations running smoothly.

Qualifications

• 5–8 years of experience in related field.
• Bachelor's degree in Telecommunication Engineering, Computer Science, or Information Technology.
• Excellent communication, reporting, and presentation skills.
• Fluent in English (written and spoken).
• Leadership, analytical, and troubleshooting skills.

Responsibilities

• Manage and support the helpdesk team.
• Monitor the ticketing system to ensure incidents meet SLAs.
• Lead cross-functional communication to resolve issues.
• Provide leadership and coaching to team members.
• Provide regular incident and service reports to customers.
• Collaborate with stakeholders to ensure smooth operations.

Skills

Leadership

Analytical

Troubleshooting

Communication

Reporting

Presentation

Interpersonal skills

Team player

English fluency

Education

Bachelor's degree in Telecommunication Engineering, Computer Science, or Information Technology

Tools

Ticketing system

Job description

SMN Group in Surabaya is seeking a seasoned Helpdesk Services Lead to manage and support our helpdesk team, ensuring timely resolution of incidents and adherence to SLAs across clients.

The ideal candidate has 5–8 years in a related field, a Bachelor's degree in telecom/CS/IT, strong leadership, communication, and English fluency. You will drive process improvements and collaborate with stakeholders to keep operations running smoothly.