Helpdesk Support Team Lead: Drive ITIL Excellence & Jira

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

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.