Service Desk Lead: ITSM & Tech Support Leader

Kamlaxglobal; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Kamlaxglobal in Malaysia is seeking an experienced Service Desk Lead / Senior Service Desk professional. The role requires strong hands-on ITSM, ticketing, and troubleshooting across hardware, software and networks, with at least 3 years in service desk environments.

Candidates with prior senior or lead experience and ITIL Foundation certification are preferred. Malaysian applicants are encouraged to apply.

Qualifications

• Minimum 3 years of Service Desk or Technical Helpdesk experience.
• Hands-on experience with ITSM tools and ticketing systems.
• Strong hardware, software and network troubleshooting skills.
• ItIL Foundation certification preferred.
• Previous Senior Service Desk or Lead experience is advantageous.
• Good leadership and team coordination skills.
• Strong communication and customer service abilities.
• Experience documenting SOPs and technical documentation.

Responsibilities

• Manage and support Service Desk and Technical Helpdesk operations.
• Handle technical support requests through ITSM tools and ticketing systems.
• Troubleshoot hardware, software and network-related issues.
• Support efficient ticket management and issue resolution.
• Maintain SOPs and technical documentation.
• Coordinate technical support activities and assist team members.
• Maintain effective communication with users and stakeholders.
• Support customer service quality and service delivery standards.

Skills

ITSM tools

Ticketing systems

Hardware troubleshooting

Software troubleshooting

Network troubleshooting

Leadership

Customer service

Communication

SOP development

Education

ITIL Foundation certification

Tools

ITSM ticketing platforms

Job description

Kamlaxglobal in Malaysia is seeking an experienced Service Desk Lead / Senior Service Desk professional. The role requires strong hands-on ITSM, ticketing, and troubleshooting across hardware, software and networks, with at least 3 years in service desk environments.

Candidates with prior senior or lead experience and ITIL Foundation certification are preferred. Malaysian applicants are encouraged to apply.