Service Desk Shift Lead: IT Ops (Indonesia, Contract)

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

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.