IT Service Desk Team Lead - Service Excellence & ITIL

Getronics; Kuala Lumpur; Presencial; MYR 90.000 - 120.000; Jornada completa

Descripción de la vacante

Getronics in Malaysia is seeking a proactive IT Service Desk Team Manager to lead a small to medium team and ensure timely incident resolution in a fast-paced environment.

You will manage scheduling, workload distribution, and resource planning to meet SLAs, while mentoring staff and maintaining strong stakeholder relationships to deliver high-quality service aligned with ITIL practices.

Formación

• Leads and develops the IT Service Desk team to high performance.
• Maintains scheduling, workload distribution and resource planning to meet SLAs.
• Ensures documentation and adherence to ITIL processes.

Responsabilidades

• Oversee day-to-day service desk operations, incident resolution, and service requests.
• Monitor SLAs, KPIs and customer satisfaction metrics.
• Act as primary escalation point for major incidents and complex issues.
• Build strong relationships with internal stakeholders and vendors.
• Conduct regular service reviews and drive feedback for improvement.

Conocimientos

Leadership

Communication

Interpersonal skills

Customer service

KPI tracking

Educación

Bachelor's degree in Computer Science/Information Technology

Herramientas

ServiceNow

JIRA

Descripción del empleo

Getronics in Malaysia is seeking a proactive IT Service Desk Team Manager to lead a small to medium team and ensure timely incident resolution in a fast-paced environment.

You will manage scheduling, workload distribution, and resource planning to meet SLAs, while mentoring staff and maintaining strong stakeholder relationships to deliver high-quality service aligned with ITIL practices.