IT Service Lead: Automations, Ops & Self-Service

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

Job summary

Confidential Careers in Kuala Lumpur is seeking an IT Service Team Lead to run front-line IT support, partner with engineering and infrastructure to automate workflows, and scale the IT platform.

You will lead a hands-on support team, manage daily service levels, and drive knowledge management and SOP updates, while mentoring junior staff and improving operational efficiency through data-driven improvements.

Qualifications

• 3–5 years in IT service management or helpdesk, with at least 1 year in a lead or supervisory role.
• Hands-on with AD/Entra ID/Okta, Intune, Jamf, Google Workspace, and Microsoft 365.
• Experience with Jira Service Management, ServiceNow, or Freshservice.
• Ability to pull metrics and build dashboards.
• Excellent English communication; Mandarin a plus.
• Systems thinking and mentoring mindset.

Responsibilities

• Manage daily IT service quality, SLAs, first-contact resolution, and onboarding hardware provisioning.
• Serve as escalation point for complex issues; document runbooks and insights.
• Track core service metrics: ticket volume, resolution times, hardware inventory.
• Ensure zero missing permissions and proper device provisioning for new hires.
• Identify tasks for automation and collaborate with senior engineers to automate provisioning and requests.
• Map and document workflows for software licensing, account lifecycles, device deployment.
• Build and maintain workflow rules, triggers, and self-service catalogs.
• Monitor automation adoption and optimize workflows to reduce manual tickets.
• Own creation and maintenance of IT knowledge base; update SOPs with changes.
• Measure KB utilization and deflection; collaborate cross-functionally with policies and regional needs.

Skills

ITSM

Helpdesk

Team leadership

Documentation

Dashboards

English comms

Tools

Active Directory

Entra ID

Okta

Intune

Jamf

Google Workspace

Microsoft 365

Jira Service Management

ServiceNow

Freshservice

Zapier

Make

Job description

Confidential Careers in Kuala Lumpur is seeking an IT Service Team Lead to run front-line IT support, partner with engineering and infrastructure to automate workflows, and scale the IT platform.

You will lead a hands-on support team, manage daily service levels, and drive knowledge management and SOP updates, while mentoring junior staff and improving operational efficiency through data-driven improvements.