Team Lead – Helpdesk

IX Global Services; Sepang; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading company in the IT sector is looking for a Team Lead in Helpdesk. The ideal candidate will supervise daily Helpdesk operations, ensuring quality service delivery and mentoring new staff. This role requires strong technical understanding, excellent communication skills, and the ability to work in a fast-paced environment. If you meet these criteria and are excited to lead a dedicated team, we invite you to apply.

Qualifications

• 2-3 years experience in a helpdesk or technical support role.
• Experience supervising or mentoring junior support staff.
• Familiarity with networking terms (IP, DNS, Subnet, VPN).

Responsibilities

• Supervise Helpdesk operations, ensuring efficient ticket management.
• Mentor new staff and conduct performance feedback.
• Generate regular activity and SLA reports.

Skills

Interpersonal skills

Customer service skills

Organizational skills

Multitasking abilities

Detail-oriented

Education

Bachelor's degree in a related field

ITIL Foundation certification (preferred)

Tools

Zoho Desk

Job description

As a Team Lead in the Helpdesk, you will lead front-line service desk staff in logging, classifying, and escalating incidents efficiently and accurately. Your leadership will be instrumental in maintaining high ticket quality and escalation accuracy. Your exposure to GPON terminology and service provisioning models will be a significant advantage in this role.

Key Responsibilities

• Supervise Helpdesk operations in managing incoming calls, tickets, and emails
• Ensure correct ticket categorisation and data entry for tracking and audit
• Maintain timely and clear client communication throughout the case lifecycle

Workflow Monitoring

• Assign tickets to appropriate support tiers
• Monitor SLA compliance and follow up on unresolved tickets
• Ensure accurate shift handovers and continuity of service

Team Coordination

• Conduct team briefings, check-ins, and performance feedback
• Mentor new Helpdesk staff and ensure consistent knowledge sharing
• Coordinate closely with the Technical Support team on escalated issues

Reporting & Quality Assurance

• Generate regular helpdesk activity and SLA reports
• Conduct quality reviews of ticket documentation and customer responses

Requirements

Education & Certifications

• Bachelor's degree in a related field
• Relevant helpdesk or IT support certifications (ITIL Foundation preferred)

Experience

• 2–3 years in a helpdesk or technical support role
• Experience supervising or mentoring junior support staff

Technical & Tool Knowledge

• Familiarity with ticketing platforms (Zoho Desk)
• Basic understanding of networking terms (IP, DNS, Subnet, VPN)

Soft Skills

• Excellent interpersonal and customer service skills
• Strong organisational and multitasking abilities
• Detail-oriented with clear written and verbal communication

Additional Information

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