Service Desk Team Lead

DXC Technology Malaysia Sdn Bhd.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Education support

Dental

Retirement

Flexible leave options

Job summary

DXC Technology Malaysia Sdn Bhd is seeking a proactive Service Desk Team Lead to oversee L1 support operations and drive incident resolution in a 24x7 environment.

You will lead a team of Service Desk Agents, manage SLAs/OLAs, coordinate with L2/L3, and champion ITIL-based service delivery while ensuring high customer satisfaction.

This onsite role in Bukit Jalil offers exposure to Cloud, Data, and ServiceNow, plus extensive DXC benefits.

Qualifications

• 5–7 years of IT Service Desk/Technical Support experience
• Minimum 2 years in a Lead/Supervisory role
• ITIL Foundation certification (preferred/mandatory per policy)

Responsibilities

• Act as the primary escalation point for critical/high-priority IT incidents.
• Lead and manage L1 Service Desk operations across calls, emails, chat, and ticketing platforms.
• Monitor and enforce SLA/OLA targets (response, resolution, backlog).
• Oversee ticket logging, classification, prioritization, and triaging in ServiceNow.
• Manage workload distribution for optimal team utilization.
• Drive incident resolution and service request fulfilment with high customer satisfaction.
• Collaborate with L2/L3 teams for timely escalation and resolution.
• Conduct regular team reviews, coaching, and performance management.
• Ensure documentation of incidents, resolutions, and knowledge articles.
• Analyze trends to drive continuous service improvement initiatives.
• Manage shift rosters and resource planning in a 24x7 environment.
• Ensure ITIL processes, audits, security, and operational standards.

Skills

Leadership

Team management

Communication

ITIL knowledge

Incident management

Stakeholder management

Analytics

Shift planning

Education

Bachelor's degree in IT/Computer Science

Tools

ServiceNow

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.

Analyze 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

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)

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?

• 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.
• Medical
• Miscellaneous allowance
• Education support
• Dental
• Retirement
• Other rewards and recognition
• Insuran

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.

Interviews and onboarding are conducted online, as part of us being a virtual-first company.