IT Service Desk Lead - Global Support & 365 Expert

Hytech Consulting Management Sdn Bhd

Kuala Lumpur

On-site

MYR 90,000 - 150,000

Full time

2 days ago

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Job summary

Hytech Consulting Management Sdn Bhd is seeking an experienced IT Service Desk Lead to reinforce our enterprise IT support for internal users across the region. You will drive standardized incident handling, maintain IT operations standards, and coordinate with regional and global IT teams to ensure service reliability.

The ideal candidate has a Diploma or Bachelor’s in IT/CS, 5+ years in IT support with 2+ years in leadership, and strong English communication.

Qualifications

Diploma or Bachelor's degree in Information Technology, Computer Science, or related discipline.
5+ years IT Support/Service Desk experience, with at least 2 years in team leadership or supervision.
Fluent in English; experience in multinational environments is preferred.
Strong ownership, accountability, and leadership with clear communication.
Solid knowledge of computer hardware, OS, Microsoft 365, and networking fundamentals.
Proficient in Windows, Microsoft Office, macOS, and end-user devices.
Advanced knowledge of Microsoft 365 administration; scripting in PowerShell or Python is a plus.
Experience in FinTech or regulated industries is preferred.
ITIL certification or equivalent ITSM knowledge is preferred.
Excellent interpersonal and collaboration skills across cross-functional/global teams.

Responsibilities

Lead IT Service Desk to deliver standardized, high-quality IT support for internal users.
Develop and enforce IT operations standards, procedures, and incident management processes.
Monitor and coordinate incident resolution, escalation, and communication with stakeholders.
Provide desktop and end-user support for Windows and macOS devices, printers, and mobile devices.
Assist users with Microsoft 365 and other business applications.
Monitor, analyze, and report IT service metrics (MTTR, SLA, ticket volume).
Record, prioritize, track, and resolve requests via the ticketing system per SLAs.
Collaborate with Desktop Support, Infrastructure, InfoSec, and AI teams across regions.
Improve centralized IT service delivery and user experience.
Manage user accounts, access permissions, and identity administration.