Global IT Service Desk Lead

Fuku; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hytech, a leading management consulting firm with a global footprint, is seeking an experienced IT Service Desk Leader in Malaysia. You will guide a cross‑functional team, ensure standardized IT support for internal users, and drive incident management excellence across Windows, macOS, and Microsoft 365 environments.

In this role, you’ll mentor first‑line engineers, monitor key metrics, and collaborate with regional and global IT teams to strengthen service delivery while upholding security and

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Minimum 5 years of IT Support/Service Desk/NOC experience, including at least 2 years in a team leadership role.
• Fluent in English, with multinational experience preferred.
• Solid knowledge of Windows, macOS, Microsoft 365, and networking fundamentals.
• ITIL certification or equivalent knowledge preferred.

Responsibilities

• Lead the IT Service Desk team to deliver standardized, efficient IT support to internal users.
• Develop and enforce IT operations standards, procedures, and incident management.
• Monitor, coordinate incident resolution, escalation, and communication.
• Provide desktop and end-user support for Windows and macOS devices.
• Support users with Microsoft 365 and other business applications.
• Track and report IT service metrics (MTTR, SLAs, ticket volume).
• Record, prioritize, and resolve requests through the ticketing system per SLAs.
• Collaborate with Desktop, Infra, InfoSec, AI teams and regional/global IT teams.
• Continuously improve centralized IT service delivery and channels.
• Manage user accounts and access rights to ensure security and compliance.

Skills

Team leadership

English proficiency

Ownership & accountability

Customer service

Cross-functional collaboration

Education

Diploma or Bachelor's in IT/CS or related

Tools

Microsoft 365

Windows OS

macOS

PowerShell

Python

Networking fundamentals

Job description

Hytech, a leading management consulting firm with a global footprint, is seeking an experienced IT Service Desk Leader in Malaysia. You will guide a cross‑functional team, ensure standardized IT support for internal users, and drive incident management excellence across Windows, macOS, and Microsoft 365 environments.

In this role, you’ll mentor first‑line engineers, monitor key metrics, and collaborate with regional and global IT teams to strengthen service delivery while upholding security and