EUC IT Service Delivery Lead
Valuelabs
A complete application in a minute — tailored resume and cover letter, ready to send.
Job summary
Valuelabs in Kuala Lumpur seeks an experienced EUC IT Service Delivery Leader to oversee daily helpdesk operations and drive continuous service improvement. You will mentor L1–L3 staff, manage major incidents and escalations, and align ITIL processes with business goals.
Utilize MS 365, Intune, Entra ID, Azure AD, and PowerShell automation to streamline tasks. Coordinate with vendors and leadership to sustain high service levels.
Qualifications
- 8+ years of IT service delivery experience in EUC within enterprise MSP environments.
- Proven leadership of L1–L3 support teams and performance reviews.
- Strong incident and escalation management with ITIL familiarity.
- Experience with ServiceNow, Zendesk or Freshdesk ticketing tools.
- Hands-on MS 365, Entra ID, Intune, Azure AD administration.
- Scripting and automation using PowerShell to streamline tasks.
Responsibilities
- Oversee daily helpdesk operations and ensure timely ticket resolution.
- Lead L1–L3 support staff, mentor and review performance.
- Manage incidents and major escalations.
- Implement ITIL processes to improve efficiency and reduce tickets.
- Oversee tools and asset systems (ServiceNow, Zendesk, Freshdesk).
- Monitor KPIs such as response time and backlog.
- Facilitate stakeholder communication between tech teams, business units, vendors, and leadership.
Skills
Tools
Job description
Valuelabs in Kuala Lumpur seeks an experienced EUC IT Service Delivery Leader to oversee daily helpdesk operations and drive continuous service improvement. You will mentor L1–L3 staff, manage major incidents and escalations, and align ITIL processes with business goals.
Utilize MS 365, Intune, Entra ID, Azure AD, and PowerShell automation to streamline tasks. Coordinate with vendors and leadership to sustain high service levels.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
