Software Support Team Lead

iDynamics Software Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 135,000; Full time

Job summary

iDynamics Software Sdn Bhd is seeking a Software Support Team Lead to guide and grow our support team, boost service performance, and ensure customers receive responsive, professional, and effective assistance. You will lead daily operations, coach staff, and maintain high standards of communication.

The role focuses on SLAs, escalations, and process improvements, collaborating with consultants, developers and peers to deliver excellent customer outcomes.

Qualifications

• Diploma or Degree in IT, Computer Science, Accounting, Business Information Systems or related fields.
• 4–7 years of experience in software/application support, ERP, accounting software or a related environment.
• Previous experience as a Team Lead, Senior Support Executive or Supervisor is preferred.
• Experience managing support tickets, SLAs, escalations and service performance.
• Strong troubleshooting and problem-solving skills.
• Good people-management, coaching and communication skills.
• Able to manage customer expectations and handle escalations professionally.
• Exposure to accounting software, ERP, POS, payroll or business applications is an advantage.

Responsibilities

• Lead the day-to-day operations and performance of the Software Support team.
• Coach and develop team members to strengthen their technical, troubleshooting and communication capabilities.
• Monitor support tickets, response and resolution times, backlog and SLA performance.
• Ensure cases are properly prioritised, assigned and followed through to resolution.
• Act as an escalation point for complex or sensitive customer issues.
• Work closely with consultants, developers and other teams to resolve issues effectively.
• Review recurring issues and identify opportunities to improve support processes and service quality.
• Maintain high standards of customer communication, ensuring customers receive timely and clear updates.
• Drive accountability, teamwork and customer ownership within the Support team.
• Maintain and improve support documentation, Knowledge Base and internal best practices.

Skills

Troubleshooting

Problem-solving

People management

Coaching

Communication

Customer handling

Escalation management

Education

Diploma/Degree in IT/CS/Accounting/BIS

Tools

ERP systems

Accounting software

POS systems

Payroll software

Job description

Lead the team. Raise the service standard. Deliver a better customer experience.

At iDynamics Software, great software is only part of what we deliver. The support our customers receive after implementation matters just as much.

We are looking for a Software Support Team Lead to lead and develop our support team, drive service performance, and ensure customers receive responsive, professional and effective support.

Key Responsibilities

• Lead the day-to-day operations and performance of the Software Support team.
• Coach and develop team members to strengthen their technical, troubleshooting and communication capabilities.
• Monitor support tickets, response and resolution times, backlog and SLA performance.
• Ensure cases are properly prioritised, assigned and followed through to resolution.
• Act as an escalation point for complex or sensitive customer issues.
• Work closely with consultants, developers and other teams to resolve issues effectively.
• Review recurring issues and identify opportunities to improve support processes and service quality.
• Maintain high standards of customer communication, ensuring customers receive timely and clear updates.
• Drive accountability, teamwork and customer ownership within the Support team.
• Maintain and improve support documentation, Knowledge Base and internal best practices.

What We’re Looking For

• Diploma or Degree in IT, Computer Science, Accounting, Business Information Systems or related fields.
• 4–7 years of experience in software/application support, ERP, accounting software or a related environment.
• Previous experience as a Team Lead, Senior Support Executive or Supervisor is preferred.
• Experience managing support tickets, SLAs, escalations and service performance.
• Strong troubleshooting and problem-solving skills.
• Good people-management, coaching and communication skills.
• Able to manage customer expectations and handle escalations professionally.
• Exposure to accounting software, ERP, POS, payroll or business applications is an advantage.

What Success Looks Like

You don’t need to personally solve every ticket. Success means building a team that can.

You will help us build a Support team that delivers consistently on SLA, manages escalations effectively, takes ownership of customer issues and continuously improves its capabilities and service standards.

Why Join iDynamics?

At iDynamics, customer relationships continue long after a software solution goes live.

This is an opportunity to lead and develop a growing support team, improve the way we serve our customers, and play an important role in shaping our overall customer experience.

If you’re a people-focused support leader who enjoys developing teams and raising service standards, we’d like to hear from you.