Service Desk Leader: Drive SLA & Team Excellence

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

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.