Service Desk Lead | AMK Technology | Indonesia

Tech Junction Ltd; Indonesia; On-site; IDR 300,000,000 - 500,000,000; Part time

Job summary

AMK Technology in Indonesia seeks an experienced Service Desk Lead to oversee our Managed IT Operations Support on a contract basis. You will direct incident triage, performance monitoring, and cross‑functional collaboration to ensure high availability and rigorous SLA compliance.

You will mentor junior staff, drive automation initiatives, and maintain comprehensive operational documentation in line with ITIL best practices, coordinating with regional teams and vendors to resolve escalations

Qualifications

• 3–5 years in IT operations, network ops, service desk management, or technical support.
• Strong ITIL knowledge and experience with enterprise monitoring and ticketing systems.
• Excellent problem-solving, analytical, and customer-facing skills.
• Based in Indonesia; able to work on a contract basis; immediate or short notice.
• Bachelor’s degree in IT, CS, Eng, or related field.
• Experience in MSP or high-availability environments.

Responsibilities

• Lead daily operations, monitor workflows, and execute Service Desk tasks.
• Ensure SLAs, targets, and KPIs are met.
• Manage incident escalation, troubleshoot bottlenecks, restore services quickly.
• Coordinate with regional field teams, management, and vendors.
• Drive process improvements and automation initiatives.
• Oversee QA, reporting, and security/compliance adherence.
• Mentor engineers and support staff; maintain logs and asset records.

Skills

IT Operations

Service Desk Leadership

Incident Management

ITIL

Customer-focused communication

Automation & process improvement

Education

Bachelor's degree in IT/CS/Eng

Tools

Ticketing systems

Job description

Position Summary

AMK Technology is seeking an experienced and dedicated Service Desk Lead to join our Managed IT Operations Support initiative in Indonesia on a contract basis. In this pivotal role, you will be responsible for overseeing mission-critical IT operations, leading technical teams, ensuring rigorous SLA compliance, and driving service excellence across enterprise infrastructure environments. You will collaborate closely with cross‑functional support teams, coordinate incident resolutions, and maintain high availability and performance standards. This opportunity requires a qualified technology professional based in Indonesia with strong domain expertise and immediate or short‑notice availability.

Detailed Job Description

As the Service Desk Lead, you will take full ownership of operational workflows, performance monitoring, and technical service delivery within our structured IT operations framework. Your day‑to‑day responsibilities include managing shift rosters, directing incident triage, conducting root‑cause analysis, and implementing proactive automation and process improvements. You will interface directly with enterprise stakeholders, equipment vendors, and regional service teams to resolve escalated bottlenecks and ensure seamless technical operations. Furthermore, you will mentor junior support staff, track key performance indicators (KPIs), and maintain comprehensive operational documentation in alignment with ITIL best practices.

Key Responsibilities

• Lead and coordinate daily operations, monitoring workflows, and task execution for the Service Desk Lead function.
• Ensure strict adherence to service level agreements (SLAs), operational targets, and key performance indicators (KPIs).
• Manage incident escalation pathways, troubleshoot complex technical bottlenecks, and execute rapid service restoration.
• Coordinate seamlessly with regional field teams, IT management, and external vendors to maintain infrastructure uptime.
• Drive process optimizations, automation initiatives, and continuous service improvements across IT operations.
• Oversee quality assurance, performance reporting, and adherence to enterprise security and compliance policies.
• Mentor engineering and support personnel, providing structured guidance and technical coaching.
• Maintain meticulous operational logs, ticket documentation, and asset tracking records.

Required Qualifications & Skills

• Minimum of 3 to 5 years of professional experience in IT operations, network operations, service desk management, or specialized technical support.
• In-depth technical knowledge and practical expertise relevant to the Service Desk Lead domain.
• Strong familiarity with ITIL service management frameworks, ticketing systems, and enterprise monitoring platforms.
• Excellent problem‑solving, analytical, and interpersonal communication skills with a strong customer‑service orientation.
• Mandatory requirement: Must be based in Indonesia and eligible to work on a contract basis.
• Available to join immediately or at short notice.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• Proven ability to thrive in a fast‑paced, high‑availability managed service provider (MSP) environment.

Nice‑to‑Have Skills

• Relevant professional certifications such as ITIL Foundation, Cisco CCNA, Microsoft Certified Professional, or domain‑specific credentials.
• Prior experience operating within multinational IT consultancy or large‑scale enterprise outsourcing organizations.
• Bilingual communication proficiency in English and Indonesian (Bahasa Indonesia).
• Experience with advanced monitoring tools, AIOps frameworks, and log analysis utilities.
• Demonstrated leadership experience in managing cross‑functional technical teams and shift rosters.

Application Information

• Salary/Rate: Market Competitive / Contract Standard
• Deadline: Open until filled
• Notice Period: Immediate / Short Notice
• Contract Duration: Contract