IT Field Services Lead (Desktop/End User Support)

NTT DATA, Inc.; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

NTT DATA seeks an IT Field Services Lead (Desktop/End User Support) in Kuala Lumpur to guide a team of field service engineers and technicians. The role focuses on high-level escalations, daily field operations, SLA compliance, and mentoring team members.

Responsibilities include coordinating desktop support with IT staff, overseeing resource scheduling, onboarding, and delivering quality service while maintaining secure operations and client satisfaction.

Qualifications

• Lead a field service team and ensure high-quality on-site support.
• Coordinate desktop support design and implementation with IT staff.
• Ensure compliance with SLAs and training/timesheet timelines.
• Mentor and coach team members and conduct performance reviews.
• Manage security and information protection activities.

Responsibilities

• Oversee dispatching and allocation of field resources.
• Conduct weekly quality checks and coaching to prevent slippage.
• Manage on-site rollouts, hardware refreshes, and project coordination.
• Prepare weekly and monthly operational reports for management.

Skills

Leadership

Team Coaching

Desktop Support

ITIL awareness

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.

We are currently seeking a 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.

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.

Optimizing technician schedules to minimize idle time and excessive overtime.

DSAT / CSAT (Customer Satisfaction):

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

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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

Job Segment: Technical Support, Quality Assurance, Consulting, Information Security, Technology