Customer Experience Lead

Logicalis Group (DE); Cyberjaya; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading technology firm in Cyberjaya is looking for a Customer Experience Lead to oversee the Service Desk team and ensure high service standards. The ideal candidate will have strong ITIL knowledge and previous experience in a Managed Service environment. This role offers flexible hybrid working arrangements and opportunities for professional growth.

Benefits

Supportive team environment

Opportunities for growth

Flexible working arrangements

Qualifications

• Experience in a Service Centre or Managed Service environment.
• Strong understanding of ITIL processes.
• Ability to guide teams across IT support areas.

Responsibilities

• Lead the Service Desk team to achieve strong performance and engagement.
• Monitor key performance trends and mitigate risks.
• Act as escalation point for critical operational issues.

Skills

Customer-first attitude

ITIL knowledge

Excellent communication skills

Problem-solving skills

Leadership

Education

ITIL foundation accreditation

Job description

Job Description

As the Customer Experience Lead within our Managed Services business, you will lead the Service Desk team providing excellent service to our managed service customers. You will monitor and drive key service stats and help coordinate resources to ensure high levels of service are maintained. This role combines technical resolution and team oversight, where you will leverage your technical knowledge and experience to guide and coach the team in best practice resolution.

Requirements

• Lead, motivate, and prioritize the service desk team to achieve strong performance, productivity, and engagement.
• Conduct performance reviews, and track career and development plans.
• Monitor key performance trends and proactively mitigate operational risks.
• Ensure the team delivers positive customer outcomes within service level agreements.
• Act as escalation point for critical operational issues.
• Host regular team meetings to foster a collaborative environment.
• Diagnose issues and provide solutions, utilizing knowledge entries for service restoration.
• Review operational processes and ensure documentation and knowledge bases are current.
• Attend meetings with customers as needed with Service Delivery Managers.

About You

• Display a customer-first attitude in interactions.
• Understand wider business goals.
• Experience in a Service Centre or Managed Service environment.
• Strong understanding of ITIL processes; ITIL foundation accreditation required.
• Excellent written and verbal communication skills in English.
• Conscientious of workload and work distribution; able to work autonomously.
• Approachable leader with demonstrable experience.
• Keen problem-solver with ability to guide teams across IT support areas.
• Self-starter who works well under pressure with high attention to detail.
• Excellent customer management skills and understanding of SLAs.
• Passionate about developing and sharing knowledge.

KPI’s

• Ticket performance compliance
• Customer satisfaction score within target
• Response within SLA
• First call resolution
• Ticket triage compliance
• Customer update compliance
• Ticket age compliance
• Resolution SLA

Benefits

• Supportive team environment emphasizing knowledge sharing and flexibility.
• Opportunities to grow into different roles with support for learning.
• Impactful work with opportunities to see ideas through.
• Flexible, hybrid working arrangements.

Application Requirements

No, you do not need to meet all requirements to apply. We value character traits like confidence, capability, and curiosity, and are willing to teach the specifics of the job.

About Us

We are Logicalis, Architects of Change, helping organizations succeed in a digital-first world through our technology expertise. With over 7,000 employees in 27 countries, we serve more than 10,000 clients globally, providing services across cloud, connectivity, collaboration, and security sectors.

We support applicants with disabilities or neurodiversity by providing accommodations during the application process. Please disclose any specific needs you may have.