IT Service Lead: Automations & Operations

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

Job summary

Confidential Careers is seeking an IT Service Team Lead in Kuala Lumpur to drive frontline IT support, partner with Engineering and Infrastructure, and scale our IT platform through automation and self-service.

You will lead a hands-on team, manage SLAs, and deliver measurable improvements in service quality, incident response, and knowledge management. English communication is essential; Mandarin is a plus.

Qualifications

• 3–5 years of IT service management experience.
• At least 1 year in a lead or supervisory role.
• Hands-on with identity providers (AD/Entra ID/Okta) and MDM (Intune/Jamf).
• Experience with ITSM tools (Jira Service Management, ServiceNow, Freshservice).
• Strong analytical and documentation capabilities.

Responsibilities

• Manage daily IT service quality and SLAs while ensuring a great employee experience.
• Escalation point for complex issues and feeding insights into runbooks.
• Track core metrics like ticket volume and resolution times; report findings.
• Lead automation for provisioning and service requests; reduce manual work.
• Maintain knowledge base and SOPs; drive self-service adoption.

Skills

IT service management

Leadership

Workflow automation

Documentation

Analytical skills

English communication

Mandarin (nice to have)

Tools

Jira Service Management

ServiceNow

Freshservice

Zapier

Make

Job description

Confidential Careers is seeking an IT Service Team Lead in Kuala Lumpur to drive frontline IT support, partner with Engineering and Infrastructure, and scale our IT platform through automation and self-service.

You will lead a hands-on team, manage SLAs, and deliver measurable improvements in service quality, incident response, and knowledge management. English communication is essential; Mandarin is a plus.