Desktop Support Team Lead

Jbsfamily; Petaling Jaya; On-site; MYR 180,000 - 260,000; Full time

Job summary

Jbsfamily in Malaysia seeks an experienced Senior EUC/Desktop Services Lead to drive end-user compute operations across multiple sites and partner with IT leadership to deliver service excellence.

You will own device lifecycle, governance, asset management, and ITIL/IS27001 alignment, while mentoring the EUC team and ensuring strong vendor relationships with OEMs and resellers.

Qualifications

• Min 6 years in desktop support in ITIL-based environment.
• Proven experience leading desktop/EUC support across multiple sites.
• Min 3 years in a leadership position.
• Hands-on with device lifecycle and asset management.
• Coaching leadership style; develops people and promotes accountability.

Responsibilities

• Lead the EUC team and manage stakeholder relationships.
• Oversee daily EUC operations, ensure SLA targets are met.
• Act as escalation point for service issues.
• Prepare weekly and monthly overviews of team performance against KPIs and SLAs.
• Maintain endpoint standards and enforce security/compliance via tooling.
• Oversee device lifecycle and asset inventory traceability.
• Align EUC with ITIL/IS27001 and support audits.
• Govern and maintain the EUC Knowledge base.
• Manage day-to-day interactions with OEM/reseller/support providers.

Skills

EUC leadership

Stakeholder management

SLA/KPI reporting

End-user compute

ITIL familiarity

Security/compliance tooling

Asset management

Tools

Endpoint management tools

ITIL tools

Job description

Job Summary:

• Support the IT Leadership team with the overall management of desktop services, helping foster a service focused approach to desktop and end user compute services
• Lead the EUC team, foster inclusive culture, and manage stakeholder relationships
• Oversee daily EUC operations, ensure SLA targets are met and act as escalation point for service issues
• Prepare weekly and monthly overviews of team performance against KPIs and SLAs
• Maintain endpoint standards, enforce security and compliance via tooling, and support risk controls EUC devices
• Manage end-to-end device lifecycle of end user assets, maintaining inventory accuracy, and traceability
• Align EUC with regulatory standards (ITIL/IS27001) and support audits
• Govern and maintain the EUC Knowledge base
• Manage day‑to‑day interactions with OEM/reseller/support providers

Requirements:

• Min 6 years in desktop support in ITIL-based environment
• Proven experience leading desktop/EUC support across multiple sites
• Min 3 years in a leadership position
• Hands‑on with device lifecycle and asset management
• Coaching leadership style; develops people and promotes accountability