IT Field Services Lead (Desktop/End User Support)

NTT MSC Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

NTT DATA in Kuala Lumpur seeks an IT Field Services Lead (Desktop/End User Support) to guide a team of field engineers delivering on-site hardware and software support, troubleshooting complex issues, and deploying new devices.

You will manage SLAs, coordinate scheduling, mentor staff, and ensure secure, compliant operations while collaborating with regional IT teams to drive service quality and customer satisfaction.

Job description

IT Field Services Lead (Desktop/End User Support)

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking an IT Field Services Lead (Desktop/End User Support) to join our team in Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (MY-14), Malaysia (MY).

The Technical Field Service Team Lead is responsible for guiding a team of field service engineers and technicians to deliver exceptional on-site technical support, maintenance, and deployment services. This role splits focus between providing high-level technical escalations, managing daily field operations, ensuring compliance with Service Level Agreements (SLAs), and mentoring team members. The ideal candidate ensures operational efficiency, high client satisfaction, and a safe working environment.

Key Responsibilities

• Lead, coach, and mentor a team of field technicians and engineers, fostering a collaborative and high-performance culture.
• Manage and lead the desktop support team, coordinating with IT staff on design and implementation of new technology
• Ensuring all compliance requirement (training/timesheet submission) is done within timelines
• Training employees on new programs or applications as needed
• Evaluating employees’ job performance, identifying areas for improvement, and providing feedback
• Ensuring incidents/tasks are of best quality by doing quality checks on a weekly basis. Necessary coaching to take place as needed if slippage is noticed
• Ensuring that security measures are in place to protect against unauthorized access to sensitive data
• Manage and drive remediation efforts related to information security, remediation may be from incidents, penetration tests, vulnerability scans, internal/external audits and other assessments (when required)
• Coordinate with higher, peer and subordinate elements to troubleshoot.

Resource Scheduling

Oversee the dispatching, scheduling, and allocation of field resources to optimize response times and maximize productivity.

Performance Evaluation

Conduct performance reviews, identify training gaps, and assist in the professional development of team members.

Onboarding / Offboarding

• Lead the training and onboarding process for new field service hires.
• Conduct the end-to-end JML process

2. Service Delivery & Operations

SLA Management

Ensure all field service requests, incidents, and preventative maintenance tasks are resolved within agreed contractual SLAs.

Escalation Handling

Act as the primary technical and operational escalation point for complex field issues that cannot be resolved by frontline technicians.

Project Coordination

• Oversee on-site rollouts, hardware refreshes, and projects, ensuring deliverables are met on time and within scope.
• Managing projects that require coordination with other departments within the organization or with external vendors or partners

Quality Assurance

Conduct regular site audits and review completed work orders to ensure technical standards and quality benchmarks are maintained.

3. Technical & Asset Management

Hands-on Support

Provide advanced on-site troubleshooting and technical support for critical infrastructure, hardware, network components, or specialized equipment when required.

Inventory & Tool Control

• Manage the team’s spare parts inventory, toolkits, and test equipment, ensuring proper calibration and availability.
• Ensuring that all IT equipment is in good working order and that backups are being performed

Documentation

Maintain accurate service records, root-cause analysis (RCA) reports, and update local knowledge-base articles for continuous improvement.

4. Client & Stakeholder Relations

Customer Satisfaction

Act as a key liaison between the client and technical operations, ensuring high levels of customer satisfaction and trust.

Reporting

Compile and present regular field operational reports (e.g., ticket closure rates, first-time fix rates, technician utilization) to management and stakeholders.

Key Performance Indicators (KPIs)

First-Time Fix Rate (FTFR)

Meeting or exceeding target percentages for resolving issues on the initial visit.

SLA Compliance

Achieving contract-specified adherence to response and resolution times.

Resource Utilization

Optimizing technician schedules to minimize idle time and excessive overtime.

DSAT / CSAT (Customer Satisfaction)

Maintaining high feedback scores from end-users and client stakeholders.

Skills & Competencies

Leadership

Strong ability to motivate a mobile, distributed team and manage workloads under pressure.

Communication

Excellent verbal and written communication skills for interfacing with both corporate clients and technical staff.

Problem-Solving

Exceptional analytical and troubleshooting skills, with a focus on structural root-cause analysis.

Reporting

Accountable to prepare weekly and monthly reporting (etc. Business requirement) knowledgeable in Ms. Office.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

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