Helpdesk Support Team Lead

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

Jora Malaysia is seeking an experienced Lead Helpdesk Support professional to steer the team, ensure top-tier technical support, and meet SLAs. You will oversee incident management, service requests, and escalation workflows while driving Jira Service Management, Jira Software, and Confluence administration.

You will design ITIL-aligned service desk processes, build dashboards and KPIs, and partner with cross-functional teams to implement scalable Atlassian solutions for a large enterprise

Qualifications

• Bachelor's degree in IT, Information Systems, Computer Science, or related field
• Minimum 5 years of experience in IT Helpdesk or Service Desk, with at least 2 years in a Team Lead or supervisory role
• Hands-on experience administering Jira Service Management (JSM), Jira Software, and Confluence
• Strong IT service management experience including incident management and request fulfillment
• Experience supporting large-scale enterprise IT environments (300+ users)
• Strong knowledge of Microsoft technologies and networking fundamentals
• Ability to lead a technical support team in a fast-paced environment

Responsibilities

• Lead and mentor the Helpdesk Support team, ensuring high-quality technical support and service delivery
• 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
• Review, optimize, and maintain Jira projects, dashboards, reports, custom fields, screens, and workflows
• Design and implement service desk processes aligned with ITIL best practices
• Create and maintain dashboards, KPIs, and performance reports
• Collaborate with cross-functional stakeholders to gather business requirements and implement 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), VDI, VPN, and remote workforce environments
• Coordinate with infrastructure, security, and application teams to resolve complex issues and support IT projects

Skills

Team leadership

IT service management

Incident management

Problem solving

Communication

Stakeholder management

Jira Service Management

Jira Software

Confluence

Education

Bachelor's Degree in IT or related

Tools

Jira Service Management

Jira Software

Confluence

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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