Information Technology Service Desk Team Lead

Confidential Careers; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Confidential Careers in Kuala Lumpur seeks an IT Service Team Lead to drive frontline IT support operations and partner with engineering to automate workflows and build self-service resources.

You will lead a hands-on team, manage daily service levels, and contribute to scaling our IT platform, with emphasis on mentoring staff and improving operational efficiency.

Qualifications

• 3–5 years in IT service management with at least 1 year in a lead/supervisor role.
• Hands-on admin experience with Identity Providers (AD/Entra ID/Okta) and MDM (Intune, Jamf).
• Proficiency with ITSM platforms (Jira Service Management, ServiceNow, Freshservice) and automation tools (Zapier, Make).
• Analytical mindset for metrics and dashboards.
• Excellent written and spoken English; Mandarin is a strong plus.

Responsibilities

• Oversee daily IT service quality, SLAs, first-contact resolution, and onboarding hardware provisioning.
• Escalation point for complex incidents; perform root-cause analysis and improve runbooks.
• Track metrics like ticket volume, resolution times, and inventory levels.
• Lead automation of provisioning and service requests; document workflows and SOPs.

Skills

IT Service Management

Helpdesk Operations

Mentoring

Data Analysis

English Communication

Mandarin (plus)

Tools

Jira Service Management

ServiceNow

Freshservice

Zapier

Make / Scripting

Job description

As an IT Service Team Lead, you will act as the operational engine of our front-line IT support function. While you will ensure our day-to-day helpdesk runs seamlessly, your primary focus will be partnering with engineering and infrastructure teams to transform manual processes into automated workflows and robust self-service resources. You’ll lead a hands-on support team, manage daily service levels, and directly contribute to scaling our IT platform.

Core Responsibilities

Service Operations & Delivery (35%)

• Manage daily IT service quality, ensuring adherence to SLAs, optimal first-contact resolution, and an exceptional employee experience across onboarding, hardware provisioning, and access requests.
• Serve as the primary escalation point for complex technical issues, troubleshooting root causes and feeding insights directly into team runbooks.
• Track and report on core service metrics, including ticket volume, resolution times, and hardware inventory levels.
• Guarantee first-week operational readiness for all new hires, ensuring zero missing permissions and properly provisioned devices.

Workflow Automation & Process Improvement (35%)

• Identify manual, repetitive support tasks and collaborate with senior engineering teams to automate provisioning and service requests.
• Map and document existing service workflows—such as software licensing, account lifecycles, and device deployment—to eliminate operational bottlenecks.
• Build and maintain workflow rules, automated triggers, and self-service request catalogs using modern IT administration tools.
• Monitor automation adoption rates and optimize workflows to drive down manual ticket handling.

Knowledge Management & Documentation (30%)

• Own the creation, maintenance, and organization of the IT knowledge base for both internal team runbooks and employee-facing self-service guides.
• Enforce a continuous documentation culture where every resolved edge-case incident or system change updates existing standard operating procedures (SOPs).
• Measure knowledge-base utilization and deflection rates to continually improve self-service containment.
• Partner cross-functionally to align documentation with shifting company policies, software stacks, and regional access needs.

Qualifications

• Experience: 3 to 5 years of total experience in IT service management, helpdesk operations, or IT support, with at least 1 year in a functional lead, senior technician, or supervisory capacity.
• Technical Stack: Hands-on administration experience with Identity Providers (Active Directory, Entra ID, Okta), MDM solutions (Intune, Jamf), and collaboration suites (Google Workspace, Microsoft 365).
• ITSM & Tools: Proficiency with modern ITSM platforms (Jira Service Management, ServiceNow, Freshservice) and familiarity with basic workflow automation tools (Zapier, Make, or simple scripting).
• Analytical Skills: Comfortable pulling service metrics, monitoring ticket trends, and building basic operational dashboards.
• Communication: Exceptional written and verbal communication skills in English, with a strong portfolio of technical documentation or user guides; proficiency in Mandarin is a strong plus.
• Mindset: A systems thinker who prefers fixing root causes over applying temporary bandaids, with a passion for mentoring junior staff and driving operational efficiency.