Global Service Desk Lead — IT Support & Team Growth

Nufarm Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 167,000; Full time

Job summary

Nufarm Malaysia Sdn Bhd invites an experienced Service Desk Team Lead to join our Global Enterprise IT team based in Malaysia. You will lead a globally dispersed Service Desk, ensuring first-line IT support is delivered at scale while driving service excellence through leadership and continuous improvement.

In this role you will coach analysts, monitor performance metrics, and collaborate with IT service delivery and regional teams to ensure timely issue resolution and a positive end-user

Qualifications

• Demonstrated experience leading or supervising a Service Desk, Help Desk, or IT Support team.
• Strong understanding of incident management, request management, and SLA-based service delivery.
• Proven ability to coach, mentor, and develop support analysts.
• Experience managing team workloads, rostering, and support coverage across multiple regions or time zones.
• Strong customer service, communication, stakeholder management, and escalation management skills.

Responsibilities

• Lead and coordinate the Service Desk team across multiple regions with roster management.
• Drive service performance against FCR, SLA attainment, CSAT, MTTR, and ticket quality.
• Monitor queues, workload, and service demand to maintain responsiveness.
• Act as primary escalation point for complex or high-impact incidents.
• Coordinate with support teams and stakeholders to enable timely resolution.
• Coach and develop Service Desk Analysts to improve capability and consistency.

Skills

People leadership

Customer service

Communication

Escalation management

Incident management

SLA management

Time zone coordination

Problem solving

Education

ITIL Foundations certification

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Nufarm Malaysia Sdn Bhd invites an experienced Service Desk Team Lead to join our Global Enterprise IT team based in Malaysia. You will lead a globally dispersed Service Desk, ensuring first-line IT support is delivered at scale while driving service excellence through leadership and continuous improvement.

In this role you will coach analysts, monitor performance metrics, and collaborate with IT service delivery and regional teams to ensure timely issue resolution and a positive end-user