Support Desk Lead: Triage, Escalations & SLAs

Idataraya Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 84,000; Full time

Job summary

Idataraya Sdn Bhd is seeking a support desk lead to triage, escalate, and report on client-visible metrics each month. You will oversee triage and escalation across the support queue and own service levels.

You will spot recurring issues and drive fixes at source while developing the analysts and engineers on the desk, ensuring resilient client-facing operations. Strong communication with clients and internal teams is essential, with a proactive mindset toward removing manual work and

Qualifications

• Experience leading a support function, however small.
• Sufficient technical depth to challenge diagnoses.
• Composure with clients when something is badly wrong.
• Interest in removing work rather than absorbing it.

Responsibilities

• Triage and escalate across the support queue.
• Own service levels and reporting against them.
• Identify recurring issues and fix at source.
• Develop the analysts and engineers on the desk.

Skills

Leadership experience

Technical depth

Client composure

Process improvement

Job description

Idataraya Sdn Bhd is seeking a support desk lead to triage, escalate, and report on client-visible metrics each month. You will oversee triage and escalation across the support queue and own service levels.

You will spot recurring issues and drive fixes at source while developing the analysts and engineers on the desk, ensuring resilient client-facing operations. Strong communication with clients and internal teams is essential, with a proactive mindset toward removing manual work and