Service Desk Shift Lead | AMK Technology | Indonesia

Tech Junction Ltd; Indonesia; On-site; IDR 200,880,000 - 334,800,000; Full time

Job summary

AMK Technology in Indonesia is seeking an experienced Service Desk Shift Lead for a contract role. You will own operational workflows, monitor performance, and ensure high availability across enterprise IT environments while coordinating incident resolutions.

You will manage shift rosters, guide junior staff, and ensure strict adherence to SLAs and KPIs, working with cross‑functional teams and vendors. Immediate or short‑notice availability is preferred.

Qualifications

• 3–5 years of experience in IT operations, service desk management, or related roles.
• Based in Indonesia and eligible to work on a contract basis.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Familiar with ITIL service management, tickets, and enterprise monitoring.

Responsibilities

• Lead and coordinate daily Service Desk operations and tasks.
• Ensure adherence to SLAs, targets, and KPIs.
• Manage incident escalation pathways and rapid restoration.
• Coordinate with regional field teams, IT management, and vendors to maintain uptime.
• Drive process improvements and automation across IT operations.
• Mentor engineering and support staff, and maintain documentation.

Skills

IT operations

ITIL

Incident management

Team leadership

Indonesia-based

Immediate availability

Education

Bachelor's degree in IT/CS/Engineering

Job description

Position Summary:

AMK Technology is seeking an experienced and dedicated Service Desk Shift 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 Shift 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 Shift 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 Shift 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.

Compensation and Details:

• Salary/Rate: Market Competitive / Contract Standard


• Deadline: Open until filled


• Notice Period: Immediate / Short Notice


• Contract Duration: Contract