Global Service Desk Lead — Drive IT Support Excellence

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

Job summary

Nufarm is seeking an experienced Service Desk Team Lead to guide the Global Enterprise IT function. Based in Malaysia, you will lead a multi-regional team across APAC, Europe, and the Americas, ensuring high-quality first-line IT support and consistent service delivery.

You will coach Service Desk Analysts, drive key metrics such as FCR, SLA attainment, CSAT, MTTR, and help shape a scalable, reliable support operation across global stakeholders.

Qualifications

• Experience leading or supervising a Service Desk or IT Support team.
• Strong incident and request management with SLA adherence.
• Proven coaching and mentoring of analysts.
• Experience across multiple regions/time zones.
• Excellent customer service and stakeholder communication.
• ITIL Foundation or higher preferred.

Responsibilities

• Lead and coordinate the Service Desk across regions and shifts.
• Drive performance metrics like FCR, SLA, CSAT, MTTR.
• Monitor queues, workload, and service demand for continuity.
• Serve as primary escalation point for high-impact incidents.
• Coach and develop Service Desk Analysts.
• Collaborate with IT Service Delivery and other teams.
• Provide insights and recommendations on service performance.

Skills

Team leadership

Incident management

SLA management

Coaching

Stakeholder mgmt

Multi-region support

Customer service

Escalation handling

Problem solving

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Nufarm is seeking an experienced Service Desk Team Lead to guide the Global Enterprise IT function. Based in Malaysia, you will lead a multi-regional team across APAC, Europe, and the Americas, ensuring high-quality first-line IT support and consistent service delivery.

You will coach Service Desk Analysts, drive key metrics such as FCR, SLA attainment, CSAT, MTTR, and help shape a scalable, reliable support operation across global stakeholders.