Service Desk Leader

PT. Mori Integrasi Teknologi; Jakarta Utara; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

PT. Mori Integrasi Teknologi in Jakarta is seeking a Service Desk Leader to guide the Service Desk team in daily operations, ensuring SLA achievement and effective communication with regional IT stakeholders.

The role requires a diploma or bachelor’s in IT, at least 3 years in IT Service Desk or IT Support, and strong knowledge of incident and service request management. English proficiency is mandatory for regional meetings.

Qualifications

• Diploma or Bachelor's in IT-related field.
• Minimum 3 years in IT Service Desk / IT Support.
• Experience leading or supervising a Service Desk / IT Support team preferred.
• Strong knowledge of Incident Management, Service Request Management, SLA monitoring, ticket escalation, backlog and aging, Major Incident handling, and basic Problem Management.
• Familiar with IT Service Management / ITIL concepts.
• Able to prepare and analyze Service Desk performance reports.
• Good spoken English for regional meetings and professional situations.

Responsibilities

• Lead and supervise the Service Desk team in daily operations.
• Monitor ticket volume, SLA performance, backlog, aging tickets, and escalation.
• Ensure incidents and service requests are logged, categorized, assigned, followed up, and resolved.
• Coordinate with Level 2, Level 3, application, infrastructure, and other support teams.
• Handle escalated or critical user issues professionally.
• Monitor individual engineer performance and workload distribution.
• Conduct regular team briefing and performance review.
• Prepare weekly and monthly Service Desk reports.
• Present Service Desk performance, SLA, major incidents, backlog, and improvement actions in meetings.
• Identify recurring issues and propose corrective actions.

Skills

Leadership

Incident Management

SLA Monitoring

Communication

Problem-solving

Customer handling

Pivot Tables

English Proficiency

Education

Diploma in IT

Bachelor's Degree in IT

Tools

ITSM Tools

Microsoft Excel

Job description

The Service Desk Leader will lead and coordinate the Service Desk team for an enterprise customer environment. You will be responsible for daily service desk operations, team performance, SLA achievement, ticket monitoring, escalation handling, reporting, and communication with customer and regional IT stakeholders.

Key responsibilities :

Lead and supervise the Service Desk team in daily operations

Monitor ticket volume, SLA performance, backlog, aging tickets, and escalation

Ensure incidents and service requests are properly logged, categorized, assigned, followed up, and resolved

Coordinate with Level 2, Level 3, application, infrastructure, and other support teams when required

Handle escalated or critical user issues professionally

Monitor individual engineer performance and workload distribution

Conduct regular team briefing and performance review

Prepare weekly and monthly Service Desk reports

Present Service Desk performance, SLA, major incidents, backlog, and improvement actions during customer or regional IT meetings

Identify recurring issues and propose corrective or improvement actions

Requirement :

Minimum Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field

Minimum 3 years of experience in IT Service Desk / IT Support, preferably with leadership or team coordination responsibility

Experience leading or supervising a Service Desk / IT Support team is highly preferred

Good understanding of Incident Management, Service Request Management, SLA monitoring, ticket escalation, ticket backlog and aging, Major Incident handling, and Basic Problem Management

Familiar with IT Service Management / ITIL concepts

Able to prepare and analyze Service Desk performance reports

Good knowledge of Microsoft Excel; able to work with Pivot Table, COUNTIF/COUNTIFS, Lookup functions, and basic reporting

Strong leadership, communication, problem-solving, and customer-handling skills

Able to work under pressure and manage multiple priorities

Good spoken English is mandatory for professional situations including monthly regional IT meetings, presenting Service Desk KPI and SLA performance, explaining incidents and SLA breaches, providing corrective action plans, and responding to questions from regional stakeholders