IT Service Desk Lead | Global FinTech Ops & IT Excellence

Hytech; Kuala Lumpur; On-site; MYR 67,000 - 134,000; Full time

Job summary

Hytech, a leading management consulting firm, seeks an experienced IT Service Desk Lead in Kuala Lumpur to drive standardized, efficient IT support for internal users. The role covers desktop support, MS 365, incident management, and cross-functional collaboration with global IT teams.

You will mentor first-line engineers, ensure SLA adherence, and contribute to ongoing improvements of the IT service delivery model, while upholding security and compliance standards.

Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum 5 years in IT Support, Service Desk, or NOC environments, with at least 2 years in a leadership role.
• Fluent English, strong written and spoken communication; multinational experience preferred.
• Strong ownership and accountability; leadership, communication and decision-making skills.
• Solid knowledge of computer hardware, operating systems, Microsoft 365, and networking fundamentals; ability to mentor first-line support engineers.
• Proficient in Windows, Microsoft Office, macOS, and end-user devices.
• Advanced knowledge of Microsoft Office and Microsoft 365 administration; scripting with PowerShell or Python is a plus.
• Experience in FinTech/regulated industries preferred; ITIL knowledge or certification preferred.

Responsibilities

• Lead IT Service Desk team to deliver standardized, efficient, high‑quality IT support.
• Develop, maintain, and enforce IT operations standards and incident management processes.
• Monitor, respond to, and coordinate incident resolution with timely escalation and clear communication.
• Provide desktop and end-user support for Windows and macOS devices, printers, and mobile devices.
• Support users with Microsoft 365 and other business apps.
• Monitor and report MTTR, SLA compliance, ticket volume, and service performance.
• Record, prioritize, track, and resolve all IT service requests per SLAs.
• Collaborate with Desktop, Infrastructure, InfoSec, and AI teams, plus regional/global IT teams.
• Continuously improve centralized IT service delivery and user experience.
• Manage user accounts, access permissions, and identity administration.

Skills

Team leadership

IT operations

Microsoft 365 administration

Scripting (PowerShell/Python)

English proficiency

Cross-functional collaboration

ITIL knowledge

Education

Diploma or Bachelor's in IT/CS

ITIL Certification (preferred)

Tools

Windows

macOS

Microsoft 365

Networking fundamentals

Job description

Hytech, a leading management consulting firm, seeks an experienced IT Service Desk Lead in Kuala Lumpur to drive standardized, efficient IT support for internal users. The role covers desktop support, MS 365, incident management, and cross-functional collaboration with global IT teams.

You will mentor first-line engineers, ensure SLA adherence, and contribute to ongoing improvements of the IT service delivery model, while upholding security and compliance standards.