IT Field Services Lead (Desktop/End User Support)

NTT DATA; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

NTT DATA Malaysia is seeking an IT Field Services Lead to guide a team of field service engineers and technicians delivering on-site desktop/end-user support, maintenance, and deployment services. The role focuses on high-level escalations, daily field operations, and SLA compliance, while mentoring staff to achieve operational excellence and client satisfaction.

If you are a proactive leader with strong communication and analytical skills, this position offers an opportunity to shape service

Qualifications

• 3–5 years of experience in IT desktop or field tech support with team leadership.

Responsibilities

• Lead, coach, and mentor field technicians and engineers to foster a high-performance culture.
• Manage desktop support team and collaborate with IT staff on new technology design and implementation.
• Oversee dispatching, scheduling, and allocation of field resources to optimize response times.
• Ensure all field service requests and incidents are resolved within contractual SLAs.
• Act as primary technical and operational escalation point for complex field issues.
• Oversee on-site rollouts, hardware refreshes, and project delivery within scope.
• Conduct regular site audits and review work orders to maintain quality benchmarks.
• Provide advanced on-site troubleshooting and support for critical infrastructure and equipment.
• Manage spare parts inventory, toolkits, and test equipment with proper calibration.
• Compile and present regular field operational reports to management.

Skills

Team Leadership

IT Desktop Support

Field Tech Support

Communication

Troubleshooting

MS Office

Reporting

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

IT Field Services Lead (Desktop/End User Support)

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
• Oversee the dispatching, scheduling, and allocation of field resources to optimize response times and maximize productivity
• 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
• Oversee on-site rollouts, hardware refreshes, and projects, ensuring deliverables are met on time and within scope
• Conduct regular site audits and review completed work orders to ensure technical standards and quality benchmarks are maintained
• Provide advanced on-site troubleshooting and technical support for critical infrastructure, hardware, network components, or specialized equipment when required
• Manage the team's spare parts inventory, toolkits, and test equipment, ensuring proper calibration and availability
• Compile and present regular field operational reports to management and stakeholders

About you

• 3 - 5 years of experience in IT Desktop /Field Tech Support with team leadership skills.
• Strong ability to motivate a mobile, distributed team and manage workloads under pressure
• Excellent verbal and written communication skills for interfacing with both corporate clients and technical staff
• Exceptional analytical and troubleshooting skills, with a focus on structural root-cause analysis
• Knowledgeable in MS Office
• Accountable to prepare weekly and monthly reporting as per business requirements