Helpdesk Technical Lead
Verinon Technology Solutions Sdn Bhd
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Job summary
Verinon Technology Solutions Sdn Bhd is seeking a Helpdesk Technical Lead to oversee daily Service Desk operations from the Bangi HQ, with occasional travel to other sites. You will drive technical leadership, vendor governance, and continuous service improvement across business units.
Key responsibilities include SLA tracking, escalation handling, training, and coordination with external service desk teams to ensure contractual compliance and high service quality.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
- ITIL Foundation certification or higher is strongly preferred.
- Previous lead or senior position within a Service Desk or IT Support environment.
- Relevant management or IT governance certifications are an added advantage.
- Strong leadership, team motivation and organisational skills.
Responsibilities
- Monitor, assess and evaluate incoming Careline tickets to ensure accurate categorisation and prioritised handling.
- Track and verify SLA calculations against agreed service benchmarks across all support tiers.
- Evaluate high-urgency, complex and special-attention cases and coordinate appropriate resolution.
- Identify operational gaps, missing processes and emerging issues, and brief the Service Desk Manager on action plans.
- Conduct daily performance reviews with the Service Desk Team Lead and appointed service desk vendor.
- Manage the external service desk team to ensure compliance with contractual SLAs and service quality standards.
- Arrange structured training, knowledge sharing and technical support to develop helpdesk agent capability.
- Follow up on escalated VIP issues and investigate unresolved or delayed tickets.
- Oversee ticket assignments for resolver groups and key internal stakeholders.
- Lead operational alignment meetings with Branch Operations to maintain effective business support.
- Review Service Desk and onsite break-fix aging reports to reduce backlogs and accelerate issue resolution.
- Facilitate weekly aging meetings, track outstanding incidents and support root-cause analysis.
- Prepare monthly operational data and contribute to Technical Support Operational Review presentations.
- Validate Careline data and the monthly Management Report to maintain reporting accuracy.
- Establish technical support best practices, gather user feedback and drive continuous improvement.
- Prepare ad hoc reports as required.
Skills
Education
Job description
At least 3+ years of hands-on experience in a Service Desk or Technical Helpdesk environment.
5-6+ Years of experience with enterprise IT Service Management systems and ticketing platforms.
The Helpdesk Technical Lead oversees daily Service Desk operations and ensures seamless IT service delivery across business units. Based at HQ in Bangi, with travel to other locations as required, the role combines technical leadership, vendor and SLA governance, high-priority escalation management, VIP support and continuous service improvement.
- Monitor, assess and evaluate incoming Careline tickets to ensure accurate categorisation and prioritised handling.
- Track and verify SLA calculations against agreed service benchmarks across all support tiers.
- Evaluate high-urgency, complex and special-attention cases and coordinate appropriate resolution.
- Identify operational gaps, missing processes and emerging issues, and brief the Service Desk Manager on action plans.
- Conduct daily performance reviews with the Service Desk Team Lead and appointed service desk vendor.
- Manage the external service desk team to ensure compliance with contractual SLAs and service quality standards.
- Arrange structured training, knowledge sharing and technical support to develop helpdesk agent capability.
- Follow up on escalated VIP issues and investigate unresolved or delayed tickets.
- Oversee ticket assignments for resolver groups and key internal stakeholders.
- Lead operational alignment meetings with Branch Operations to maintain effective business support.
- Review Service Desk and onsite break-fix aging reports to reduce backlogs and accelerate issue resolution.
- Facilitate weekly aging meetings, track outstanding incidents and support root-cause analysis.
- Prepare monthly operational data and contribute to Technical Support Operational Review presentations.
- Validate Careline data and the monthly Management Report to maintain reporting accuracy.
- Establish technical support best practices, gather user feedback and drive continuous improvement.
- Prepare ad hoc reports as required.
Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
At least 3+ years of hands-on experience in a Service Desk or Technical Helpdesk environment.
5-6+ Years of experience with enterprise IT Service Management systems and ticketing platforms.
- Strong technical, diagnostic and troubleshooting skills across hardware, software and networks.
- Experience creating standard operating procedures, knowledge base articles and technical support documentation.
- ITIL Foundation certification or higher is strongly preferred.
- Previous experience in a Lead or Senior position within a Service Desk or IT Support environment.
- Relevant management or IT governance certifications are an added advantage.
- Strong leadership, team motivation and organisational skills.
- Excellent customer service orientation, problem-resolution skills and follow-through.
- Excellent written, verbal and interpersonal communication skills across all stakeholder levels.
Your application will include the following questions:
- Which of the following statements best describes your right to work in Malaysia?
- What's your expected monthly basic salary?
- How many years' experience do you have as a technical lead?
- Which of the following types of qualifications do you have?
- Do you have Gap Analysis experience?
- Do you have SLA Management experience?
- How many years of Organisational Leadership experience do you have?
- Do you have experience using OutSystems Platform?
- How many years' experience do you have as a Technical Helpdesk Engineer?
Information Technology Services 101-1,000 employees
Verinon Technology Solutions is a leading IT services firm headquartered in Chicago, with strategic U.S. offices in Ohio and Wisconsin. Globally, the company operates across the Americas, Europe, and Asia, with major centers in Toronto, London, and Hyderabad.
Projects: 1,500+ successfully completed
Annual Revenue: Over USD 50 million
Partnerships: Collaborations with IBM, Microsoft, and others
Certifications: ISO 9001, ISO 27001, CMMI Level 3
Verinon emphasizes diversity and agility, offering flexible engagement models, making it a trusted partner for Fortune 500 companies.
Verinon Technology Solutions is a leading IT services firm headquartered in Chicago, with strategic U.S. offices in Ohio and Wisconsin. Globally, the company operates across the Americas, Europe, and Asia, with major centers in Toronto, London, and Hyderabad.
Projects: 1,500+ successfully completed
Annual Revenue: Over USD 50 million
Partnerships: Collaborations with IBM, Microsoft, and others
Certifications: ISO 9001, ISO 27001, CMMI Level 3
Verinon emphasizes diversity and agility, offering flexible engagement models, making it a trusted partner for Fortune 500 companies.
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