Helpdesk Support Team Lead

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

Job summary

Private Advertiser is seeking an experienced IT Helpdesk Lead to guide a functional team and drive service excellence. You will oversee incidents, service requests, problems, and escalations while ensuring ITIL-aligned processes and scalable Atlassian solutions.

You will administer JSM, Jira Software, and Confluence, craft dashboards, and report performance metrics to optimize user experience across a 300+ user environment.

Qualifications

• Bachelor's degree in IT or related field.
• Minimum 5 years in IT Helpdesk/Service Desk with at least 2 years in a Team Lead role.
• Hands-on experience administering Jira Service Management, Jira Software, and Confluence.
• Strong IT service management, incident handling, and process improvement skills.
• Experience supporting large organizations (300+ employees).
• Proficient with Windows 10/11, Microsoft 365, and networking basics.

Responsibilities

• Lead and mentor the Helpdesk Support team while meeting SLAs and KPIs.
• Manage day-to-day IT support operations: incidents, service requests, problems, escalations.
• Administer Jira Service Management, Jira Software, and Confluence workflows and permissions.
• Optimize Jira projects, dashboards, reports, and custom fields.
• Design service desk processes aligned with ITIL best practices.
• Create dashboards and reports to monitor service quality and trends.
• Collaborate with cross-functional stakeholders to gather requirements.
• Provide Level 2/3 support for endpoints, network, and remote desktops.
• Support RDS/VDI, VPN, and remote workforce environments.
• Coordinate with infra, security, and application teams on issues and IT projects.

Skills

Team leadership

ITIL knowledge

Incident management

Communication

Stakeholder management

Analytical thinking

Education

Bachelor's Degree in IT or related field

Tools

Jira Service Management

Jira Software

Confluence

Job description

Lead and mentor the Helpdesk Support team, ensuring high-quality technical support and service delivery while meeting established SLAs and KPIs. Manage day-to-day IT support operations, including incident, service request, problem, and escalation management. Oversee the administration, configuration, and continuous improvement of Jira Service Management (JSM), Jira Software, and Confluence. Design and implement service desk processes aligned with ITIL best practices to improve operational efficiency and user experience.

Key responsibilities

Lead and mentor the Helpdesk Support team, ensuring high-quality technical support and service delivery while meeting established SLAs and KPIs

Manage day-to-day IT support operations, including incident, service request, problem, and escalation management

Oversee the administration, configuration, and continuous improvement of Jira Service Management (JSM), Jira Software, and Confluence, including workflows, issue types, permissions, automation, and knowledge base management

Review, optimize, and maintain Jira projects, dashboards, reports, custom fields, screens, and workflows to support evolving business and operational requirements

Design and implement service desk processes aligned with ITIL best practices to improve operational efficiency and user experience

Create and maintain dashboards, KPIs, and performance reports to monitor service quality, team productivity, and support trends

Collaborate with cross-functional stakeholders to gather business requirements and implement scalable Atlassian solutions

Provide Level 2/3 technical support for endpoint devices, hardware, software, network connectivity, printers, and collaboration tools

Support and troubleshoot Remote Desktop Services (RDS), Virtual Desktop Infrastructure (VDI), VPN connectivity, and remote workforce environments

Coordinate with infrastructure, security, and application teams to resolve complex technical issues and support IT projects

About you

Bachelor's Degree in Information Technology, Information Systems, Computer Science, or a related discipline

Minimum 5 years of experience in IT Helpdesk, Service Desk, or IT Support, with at least 2 years in a Team Lead or supervisory role

Hands-on experience administering Jira Service Management (JSM), Jira Software, and Confluence, including workflows, permissions, automation, dashboards, and reporting

Strong experience in IT service management, incident management, request fulfillment, and business process improvement

Experience supporting organizations with 300+ employees or large-scale enterprise IT environments

Strong knowledge of Microsoft technologies, including Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Active Directory, Azure AD/Entra ID, and Microsoft Intune

Experience supporting Remote Desktop Services (RDS), Virtual Desktop Infrastructure (VDI), Citrix, VMware Horizon, Azure Virtual Desktop, or similar remote computing environments

Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) and endpoint troubleshooting

Excellent analytical, problem-solving, communication, and stakeholder management skills

Ability to lead a technical support team, prioritize workloads, and perform effectively in a fast-paced, service-oriented environment