IT Support Specialist – Team Lead

Tentacle Technologies; Penang; On-site; MYR 120,000 - 180,000; Full time

Job summary

Tentacle Tech, a Malaysia-based IT and software development consulting company, seeks an IT Support Specialist - Team Lead to manage a 24x7 service desk, mentor analysts, and ensure high-quality end-user support in a fast-paced environment.

The role demands hands-on leadership, strong troubleshooting, and the ability to coordinate escalations while focusing on ITSM processes and continuous service improvements. On-site role in Malaysia.

Qualifications

• Bachelor's degree in CS or equivalent required.
• 7–8 years IT experience with 3–5 years in Help Desk/Service Desk.
• Strong customer service and leadership abilities.

Responsibilities

• Lead a 24x7x365 Service Desk team.
• Provide first-line support via phone, chat, email, and tickets.
• Troubleshoot and resolve service desk issues and escalations.
• Coach and train new hires on best practices.
• Ensure ITSM process compliance and drive improvements.
• Act as substitute for the manager when needed.

Skills

Leadership

Customer service

Troubleshooting

Training

Time management

Education

Bachelor's Degree in Computer Science or equivalent

Tools

Active Directory

Networking fundamentals

Troubleshooting tools

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Tentacle Tech is an IT and software development consulting company serving some of Malaysia's largest enterprises. We deliver technology solutions, software development services, and IT consulting across multiple industries. We are looking for a talented professional to join our growing team.

The Role

Are you a natural leader with a passion for IT support and team development? We're looking for an IT Support Specialist - Team Lead to take charge of a 24x7x365 Service Desk team within the technology sector, guiding day-to-day operations, mentoring analysts, and ensuring end-users receive fast, high-quality support. This onsite role is ideal for an experienced IT support professional ready to step into a leadership position and make a real impact on service delivery.

What You'll Do

• Lead a team providing first-line support to internal customers via phone, chat, email, and tickets


• Resolve service desk issues through troubleshooting, fixes, workarounds, training, and advice, handling escalations as needed


• Monitor the service desk to ensure timely escalation of complex issues to the appropriate IT team


• Oversee desk workload distribution, ensuring issues are handled correctly and on time


• Train new hires and coach team members on best practices


• Ensure compliance with IT Service Management processes and drive continuous improvement in support processes


• Act as substitute for the manager when unavailable and contribute to IT projects as required

What We're Looking For

• Bachelor's Degree in Computer Science or equivalent, with 7-8 years of IT experience


• 3-5 years of Help Desk/Service Desk experience


• Working knowledge of networks, Active Directory, and troubleshooting connectivity issues


• Exceptional customer service skills with strong verbal, written, and fast keyboarding abilities


• Previous or demonstrated leadership skills, with the ability to manage escalations and coordinate team performance


• Flexibility to work varying shifts and overtime as needed

What We Offer

• Opportunity to lead and develop a dynamic support team


• Structured training and mentorship to support your career growth


• Clear career progression pathways within a growing organisation


• A supportive and collaborative team culture


• Exposure to enterprise-level IT operations and best practices