Helpdesk Technical Lead: VIP Support & SLA Governance

Verinon Technology Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

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

Service desk experience

ITSM systems

Ticketing platforms

Leadership

Customer service

Communication

Education

Bachelor's degree in CS/IT/Engineering

Job description

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.