IT Field Services Lead - On-Site & Desktop Support

NTT DATA

Kuala Lumpur

On-site

MYR 100,000 - 150,000

Full time

5 days ago

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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.