IT Service Desk Team Lead: SLA, Coaching & ITIL

Getronics

Kuala Lumpur

On-site

MYR 90,000 - 150,000

Full time

7 days ago

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Job summary

Getronics is seeking a proactive IT Service Desk Team Manager in Kuala Lumpur to lead and manage the IT Service Desk team, ensuring high-quality service delivery and efficient incident and request management.

You will drive continuous improvement of service desk operations, align with ITIL best practices, and oversee KPI tracking, performance reviews, and stakeholder coordination across regions and vendors.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field.
ITIL Foundation certification preferred.
2+ years in a managerial or team-lead role in IT service desk.
Proven experience managing high-performing service desk teams in a fast-paced environment.
Strong understanding of ITSM frameworks (ITIL) and service desk tools (e.g., ServiceNow, JIRA).
Excellent leadership, communication, and interpersonal skills.

Responsibilities

Lead, mentor, and develop the IT Service Desk team to ensure high performance and engagement.
Oversee day-to-day service desk operations, ensuring timely resolution of incidents, service requests, and escalations.
Monitor and manage SLAs, KPIs, and customer satisfaction metrics.
Maintain accurate documentation and knowledge base for first-time issue resolution.
Coordinate with Problem, Change, and Incident Management teams to ensure seamless ITSM integration.