Service Desk Lead: IT Operations & SLA Champion

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

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