Service Desk Team Lead

Getronics; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Getronics is seeking a Service Desk Team Leader in Kuala Lumpur to lead and manage the service desk team, ensuring high-quality IT support and continuous improvement. You will coach staff, maintain professional client interactions, and drive optimization of service delivery across ITIL-based operations.

The role requires 5+ years in IT support with leadership experience, strong communication, and solid knowledge of IT infrastructure and service management practices.

Qualifications

• Diploma or higher in IT, Computer Science, or related discipline.
• Minimum 5 years in IT support with proven leadership/team coordination.
• ITIL Foundation, SDI Service Desk Manager, HDI-SCTL preferred.
• Strong verbal and written communication with technical and non-technical stakeholders.
• IT infrastructure, service management tools, and IT best practices.
• Team mentoring, conflict resolution, coaching, and retention strategies.
• Service Level Management, SOPs, ITIL-based operations, knowledge management, metrics, and reporting.

Responsibilities

• Lead & empower: Provide coaching, training, and daily support to service desk staff.
• Customer experience: Uphold professionalism and responsiveness in all interactions.
• Continuous improvement: Drive process optimization and service delivery enhancements.
• Culture & discipline: Maintain morale, enforce policies, and ensure compliance.
• Team management: Scheduling, workload monitoring, SLA adherence, escalation handling.
• Operational oversight: Ticket handling, workflow compliance, incident analysis, root cause detection.
• Stakeholder engagement: Cross-department coordination, partner relationships, effective communication flow.
• Training & development: Coordinate training initiatives with the Service Delivery Manager.

Skills

Leadership

Team coordination

Communication

Customer focus

Problem solving

Education

Diploma or higher in IT, Computer Science, or related discipline

Job description

The Service Desk Team Leader is responsible for leading and managing the service desk team to deliver high-quality IT support services. This role ensures operational excellence, customer satisfaction, and continuous improvement in line with organizational standards.

Key Requirements

• Education: Diploma or higher in IT, Computer Science, or related discipline.
• Experience: Minimum 5 years in IT support with proven leadership/team coordination.
• Certifications: ITIL Foundation, SDI Service Desk Manager, HDI-SCTL preferred.
• Communication Skills: Strong verbal and written communication with technical and non-technical stakeholders.
• Technical Proficiency: IT infrastructure, service management tools, and IT best practices.
• Leadership Qualities: Team mentoring, conflict resolution, coaching, and retention strategies.
• Operational Expertise: Service Level Management, SOPs, ITIL-based operations, knowledge management, metrics, and reporting.

Primary Role

• Lead & Empower: Provide coaching, training, and daily support to service desk staff.
• Customer Experience: Uphold professionalism and responsiveness in all interactions.
• Continuous Improvement: Drive process optimization and service delivery enhancements.
• Culture & Discipline: Maintain morale, enforce policies, and ensure compliance.

Responsibilities

• Team Management: Scheduling, workload monitoring, SLA adherence, escalation handling.
• Operational Oversight: Ticket handling, workflow compliance, incident analysis, root cause detection.
• Stakeholder Engagement: Cross-department coordination, partner relationships, effective communication flow.
• Training & Development: Coordinate training initiatives with the Service Delivery Manager.

Operations

• Working Hours: 24/7 rotation shifts.
• Languages: English and Mandarin preferred.