IT Service Desk Teamleader

Quantuma; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

K3 Advisory Group in Kuala Lumpur is seeking a capable leader to drive the Malaysia IT Service Desk, delivering follow-the-sun coverage and maintaining SLA performance in line with group standards.

You will collaborate with UK teams, ensure cross-border data handling adheres to GDPR and IDTA frameworks, and contribute to the Halo ITSM reporting and knowledge base. This role reports to Group IT Manager and Malaysia Technology Director.

Qualifications

• Service desk leadership experience, offshore or captive delivery preferred.
• Working knowledge of Halo ITSM or equivalent.
• Understanding UK GDPR and cross-border data transfer obligations.
• Strong spoken and written English for handover and reporting.

Responsibilities

• Line manage the Malaysia IT Support Analyst team and ensure SLA performance.
• Coordinate handover with UK-hours teams to maintain follow-the-sun support.
• Ensure cross-border data-handling complies with IDTA/TRA/Article 28 DPA.
• Contribute Malaysia hub data to Halo ITSM reporting cycle.
• Lead creation of KB articles for Halo and AI use.
• Work with Group IT Manager to author and publish SOPs.
• Be responsible for Hardware Asset Management.
• Escalate complex issues to UK-based specialists.

Skills

Service desk leadership

Halo ITSM

GDPR / cross-border data transfer

English communication

Job description

K3 Advisory Group is a UK professional services group with more than 1,200 staff. The Group spans corporate finance, tax, restructuring and insolvency, legal, financial planning and technology-enabled advisory services.

All technology delivery must balance the pace required to exploit AI, data and automation with strict expectations around governance, regulatory obligations, security-by-design, audit trails and client confidentiality.

Group Technology builds shared platforms, data foundations and AI-assisted products that scale across these businesses while accommodating local variation. Engineers in this team work close to commercial outcomes, with direct visibility of advisors, partners and clients.

Role purpose

Lead the Malaysia IT service desk team within K3 Advisory Group's Kuala Lumpur office, delivering follow-the-sun coverage and SLA performance consistent with group standards. Operates within the group's UK-Malaysia data transfer framework (IDTA, Transfer Risk Assessment, Article 28 DPA), ensuring cross-border support activity remains compliant.

Key Responsibilities

• Line manage the Malaysia IT Support Analyst team, ensuring SLA performance and SOP adherence.
• Coordinate handover and coverage with UK-hours teams (Bolton, Central) to maintain follow-the-sun support.
• Ensure all cross-border support and data-handling activity complies with the group's IDTA/TRA/Article 28 DPA framework.
• Contribute Malaysia hub data to the group-wide Halo ITSM reporting cycle.
• Lead the creation of KB (knowledge base) articles to be published by Halo and used by AI.
• Working with the Group IT Manager, author SOPs as required, publish and embed.
• Be responsible for the group's Hardware Asset Management.
• Escalate cross-site or complex technical issues to the appropriate UK-based specialist.

Key relationships

Group IT Manager (line manager), Malaysia Technology Director, UK Service Desk Manager and IT Manager, Malaysia IT Support Analysts (direct reports).

Person Specification - Essential

• Service desk leadership experience, ideally within an offshore or captive delivery model.
• Working knowledge of Halo ITSM or an equivalent ITSM platform.
• Practical awareness of UK data protection obligations relevant to cross-border support (GDPR, international data transfer mechanisms).
• Strong spoken and written English for handover and reporting into UK-based leadership.

Person specification - desirable

• Experience supporting UK or European businesses from a Malaysian or wider APAC delivery centre.

Success measures

• Malaysia hub SLA compliance % and handover quality.
• Compliance with cross-border data transfer controls (zero material incidents).
• Staff retention within the Malaysia team.