Field Services Lead: Desktop & End-User Tech Support

NTT DATA Serv Malaysia; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

NTT DATA is seeking an IT Field Services Lead (Desktop/End User Support) to guide a team of field service engineers in Kuala Lumpur. The role focuses on high-level escalations, daily field operations, and mentoring staff to ensure quality, security compliance, and timely service delivery.

The candidate will oversee on-site rollouts, asset management, and reporting while coordinating with partners and other departments for successful project delivery in Malaysia.

Qualifications

• Experience leading field service teams.
• Strong desktop/user support background.
• Ability to manage onsite operations and SLAs.
• Excellent communication with clients and teammates.

Responsibilities

• Lead and mentor a team of field technicians and engineers on-site.
• Coordinate desktop support and IT staff for design and deployment of new tech.
• Ensure compliance with SLAs and timeliness of training and timesheets.
• Perform weekly quality checks and provide coaching as needed.
• Manage information security remediation and incident responses.
• Oversee dispatch, scheduling, and resource allocation for field work.
• Run onboarding/offboarding for new hires and conduct JML process.
• Prepare weekly and monthly field operation reports.

Skills

Leadership & team management

Desktop support

Field service operations

SLA management

Job description

NTT DATA is seeking an IT Field Services Lead (Desktop/End User Support) to guide a team of field service engineers in Kuala Lumpur. The role focuses on high-level escalations, daily field operations, and mentoring staff to ensure quality, security compliance, and timely service delivery.

The candidate will oversee on-site rollouts, asset management, and reporting while coordinating with partners and other departments for successful project delivery in Malaysia.