Service Desk Team Lead

DXC Technology; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

DXC University

DXC Recognition

Flexible leave

Volunteer days

Employee assistance program

Job summary

DXC Technology is seeking a proactive Service Desk Team Lead to oversee L1 support operations from Bukit Jalil, Kuala Lumpur.

You will manage a team of Service Desk Agents, ensure SLA adherence, coordinate with L2/L3, and drive incident resolution while delivering a high customer experience. The role requires 5–7 years in IT Service Desk, at least 2 years in a lead role, and ITIL familiarity; Bachelor's degree preferred.

Qualifications

• Bachelor's degree in IT/CS preferred; ITIL Foundation certification may be required.
• 5–7 years of IT Service Desk / Technical Support experience.
• Minimum 2 years in a Lead / Supervisory role.

Responsibilities

• Act as the primary escalation point for all critical and high-priority IT incidents.
• Lead and manage Service Desk (L1) operations across calls, emails, chat, and ticketing platforms.
• Monitor SLA/OLA targets (response, resolution, backlog) and ensure adherence.
• Oversee ticket logging, classification, prioritization, and triaging in ServiceNow.
• Manage workload distribution and optimize team utilization.
• Drive incident resolution and service request fulfilment with high customer satisfaction.
• Collaborate with L2/L3 support teams for timely escalation and resolution.
• Conduct regular team reviews, coaching, and performance management.
• Ensure documentation of incidents, resolutions, and knowledge articles.
• Analyse trends, identify recurring issues, and drive continuous service improvement.
• Manage shift rosters and resource planning in a 24x7 environment.
• Ensure ITIL compliance, audit readiness, and operational security.
• Provide MIS reports, dashboards, and service insights to stakeholders.

Skills

Windows OS

Mac OS

Microsoft 365

Active Directory

Networking basics

ITIL processes

Education

Bachelor's degree in IT/Computer Science

ITIL Foundation certification

Tools

ServiceNow

Job description

Job Description

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations - helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com

Role Overview

We are seeking a proactive and customer-focused Service Desk Team Lead with strong technical and operational expertise to oversee L1 support operations. The role is responsible for managing a team of Service Desk Agents, ensuring timely resolution of incidents and service requests, and delivering high-quality customer experience aligned with organizational SLAs and ITIL processes.

Key Responsibilities

• Act as the primary escalation point for all critical and high-priority IT incidents.
• Lead and manage Service Desk (L1) operations across calls, emails, chat, and ticketing platforms.
• Monitor, manage, and ensure adherence to SLA/OLA targets (response, resolution, backlog).
• Oversee ticket logging, classification, prioritization, and triaging in tools such as ServiceNow.
• Manage workload distribution, ensuring optimal utilization of team members.
• Drive incident resolution and service request fulfilment, ensuring high customer satisfaction.
• Collaborate with L2/L3 support teams for timely escalation and resolution.
• Conduct regular team reviews, coaching, and performance management.
• Ensure proper documentation of incidents, resolutions, and knowledge articles.
• Analyse trends, identify recurring issues, and drive continuous service improvement initiatives.
• Manage shift rosters and resource planning in a 24x7 environment.
• Ensure compliance with ITIL processes, audit, security, and operational standards.
• Provide MIS reports, dashboards, and service insights to stakeholders and leadership.
• Participate in shift-based operations, including weekends/holidays if required.
• Working onsite is a mandatory requirement. The work location is in Bukit Jalil.

Technical Skills

Required Skills & Competencies

• Strong knowledge of:
• Windows OS / Mac OS
• Microsoft 365 (Outlook, Teams, Office applications)
• Active Directory & user administration
• Networking basics (VPN, LAN/Wi‑Fi, DNS)
• Experience with ITSM tools (ServiceNow preferred)
• Good understanding of ITIL processes (Incident, Request, Problem, Change)

Leadership & Functional Skills

• Strong team management and leadership capability
• Experience in SLA management and service delivery governance
• Excellent communication and stakeholder management skills
• Ability to manage high-volume ticket environments
• Strong analytical and decision-making skills

Experience & Qualifications

• 5–7 years of experience in IT Service Desk / Technical Support
• Minimum 2 years in a Lead / Supervisory role
• Bachelor’s degree in IT, Computer Science, or related field (preferred)
• ITIL Foundation certification (preferred/mandatory based on policy)

Behavioral Expectations

• Strong customer-first mindset
• High ownership, accountability, and leadership presence
• Ability to work under pressure and handle critical incidents
• Strong team collaboration and mentoring approach
• Focus on continuous improvement and service excellence

Why Consider This Opportunity?

This Role Provides The Opportunity To

• Shape high visibility transformation engagements
• Drive influence across key solution areas including Cloud, Data, AI, and ServiceNow
• Build deeper relationships with customers, account teams, and practice leadership
• Contribute directly to practice growth, capability uplift, and strategic direction
• Advance your consulting career in a role with both delivery and growth responsibilities

Our culture and benefits

DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice.

• Extensive resources to support your onboarding and continual development including DXC University
• DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition
• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC
• More time to do the things you love with flexible leave options, including purchased leave
• Take time to give back with charitable and emergency services volunteer days
• Well‑being matters to us and our Employee Assistance Program is there to support you and your family.

We are an Equal Opportunity Employer

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow.

Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in‑person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.