Service Desk Lead

Nufarm Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 167,000; Full time

Job summary

Nufarm Malaysia Sdn Bhd invites an experienced Service Desk Team Lead to join our Global Enterprise IT team based in Malaysia. You will lead a globally dispersed Service Desk, ensuring first-line IT support is delivered at scale while driving service excellence through leadership and continuous improvement.

In this role you will coach analysts, monitor performance metrics, and collaborate with IT service delivery and regional teams to ensure timely issue resolution and a positive end-user

Qualifications

• Demonstrated experience leading or supervising a Service Desk, Help Desk, or IT Support team.
• Strong understanding of incident management, request management, and SLA-based service delivery.
• Proven ability to coach, mentor, and develop support analysts.
• Experience managing team workloads, rostering, and support coverage across multiple regions or time zones.
• Strong customer service, communication, stakeholder management, and escalation management skills.

Responsibilities

• Lead and coordinate the Service Desk team across multiple regions with roster management.
• Drive service performance against FCR, SLA attainment, CSAT, MTTR, and ticket quality.
• Monitor queues, workload, and service demand to maintain responsiveness.
• Act as primary escalation point for complex or high-impact incidents.
• Coordinate with support teams and stakeholders to enable timely resolution.
• Coach and develop Service Desk Analysts to improve capability and consistency.

Skills

People leadership

Customer service

Communication

Escalation management

Incident management

SLA management

Time zone coordination

Problem solving

Education

ITIL Foundations certification

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Nufarm is a global crop protection and seeds technologies company that helps farmers and businesses meet the global challenges of food, feed, fibre and fuel production. Whether it's commercialising the world's first plant-based omega-3, launching precision agricultural solutions, unlocking biomass oils for more sustainable fuels and fast-moving consumer goods, introducing innovative crop protection solutions, or delivering the crop and seed solutions farmers depend on every day, Nufarm is evolving with agriculture to drive value for customers.

Lead the Future of Global IT Support

We're looking for an experienced Service Desk Team Lead to join our Global Enterprise IT team based in Malaysia.

This is an exciting opportunity to lead a globally focused Service Desk team that supports users across APAC, Europe, and the Americas. You'll be responsible for ensuring the delivery of high-quality, consistent first-line IT support while driving service excellence through strong leadership, operational oversight, and continuous improvement.

As the first escalation point for complex and high-impact incidents, you'll work closely with IT Service Delivery, regional support teams, and business stakeholders to ensure timely resolution and a seamless support experience. You'll also play a key role in coaching and developing Service Desk Analysts, improving service performance, and helping shape the future of our global support function.

If you're passionate about people leadership, customer service excellence, and delivering reliable IT services at scale, we'd love to hear from you.

How You'll Help Us Grow

• Lead and coordinate the Service Desk team across multiple regions, ensuring effective roster management and shift coverage.
• Drive service performance against key metrics including First Contact Resolution (FCR), SLA attainment, Customer Satisfaction (CSAT), Mean Time to Resolve (MTTR), and ticket quality.
• Monitor ticket queues, workload distribution, and service demand to maintain responsiveness and service continuity.
• Act as the primary escalation point for complex, sensitive, or high-impact incidents.
• Coordinate with support teams and stakeholders to facilitate timely issue resolution.
• Coach, mentor, and develop Service Desk Analysts to build capability, consistency, and service excellence.
• Support onboarding activities and ongoing team development initiatives.
• Identify recurring issues and opportunities for service improvement, feeding insights into problem management and knowledge management processes.
• Ensure adherence to incident, request, escalation, and service management processes.
• Partner with IT Service Delivery and broader IT teams to deliver a positive and professional end-user experience.
• Produce and communicate service performance insights, trends, and recommendations.

Could This Be You?

You are an experienced service desk professional with a passion for leading people and delivering exceptional customer service. You thrive in fast-paced environments, balancing operational priorities while supporting and developing team members to achieve their best.

You have strong experience managing service desk operations, handling escalations, monitoring service performance, and driving continuous improvement. You communicate effectively with both technical and non-technical stakeholders and can confidently manage competing priorities across a global support environment.

Most importantly, you understand that the service desk is often the face of IT and are committed to delivering a positive support experience for every user.

What You'll Bring

Essential

• Demonstrated experience leading or supervising a Service Desk, Help Desk, or IT Support team.
• Strong understanding of incident management, request management, and SLA-based service delivery.
• Proven ability to coach, mentor, and develop support analysts.
• Experience managing team workloads, rostering, and support coverage across multiple regions or time zones.
• Strong customer service, communication, stakeholder management, and escalation management skills.
• Experience monitoring and improving service desk performance metrics.
• Ability to work collaboratively with technical teams, business stakeholders, and service providers.
• Strong problem-solving, organisational, and decision-making skills.

Desirable

• ITIL Foundation certification or higher.
• Experience working with IT Service Management (ITSM) platforms such as Freshservice, ServiceNow, Jira Service Management, or similar tools.
• Experience producing service performance reports and analysing operational metrics.
• Previous experience supporting a multi-region or global service desk environment.
• Exposure to knowledge management and problem management practices.
• Experience driving continuous service improvement initiatives.

Why Join Nufarm?

At Nufarm, you'll have the opportunity to play a key leadership role within a truly global IT organisation, supporting employees across multiple regions and helping shape the future of service delivery.

You'll work alongside talented IT professionals, influence service improvements, and contribute to a high-performing support culture that delivers meaningful value to our business and customers.

This Malaysia-based role offers the opportunity to work with stakeholders across APAC, Europe, and the Americas while developing your leadership capabilities within a global organisation focused on innovation, growth, and continuous improvement.

Nufarm is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit, and business needs. We are committed to creating an inclusive environment for all employees.

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