IT Field Services Lead - End-User Support & Ops

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

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.