Transcosmos Malaysia Hiring! Full Time Team Lead, IT Help Desk in Federal Territory - Ricebowl

Job Description

This position is responsible for leading the day-to-day operations of an assigned team within a global service desk supporting Japanese multinational companies. The Team Lead ensures stable daily operations, monitors ticket progress and workload, supports agents, maintains KPI/SLA performance, and serves as the first point of escalation while coaching team members and driving operational improvements.

Key Responsibilities

· Lead the daily operations of the assigned team.

· Monitor ticket queues, workload, and task completion.

· Support agents in resolving operational issues.

· Act as the first escalation point for complex cases.

· Monitor KPI/SLA performance.

· Conduct quality checks and coaching.

· Support shift coordination.

· Maintain FAQs, manuals, and knowledge articles.

· Identify recurring issues and recommend improvements.

· Support onboarding and OJT.

Requirements

Must-have Requirements

· Strong English communication and problem-solving skills.

· Experience in customer support, IT help desk, or BPO operations.

· Experience leading a small team or acting as a senior agent.

· Knowledge of ServiceNow or similar ticketing systems.

· Basic IT knowledge.

Nice-to-Have Requirements

· Experience with workforce scheduling.

· Experience conducting quality reviews.

· Experience with telephony systems.

· Experience supporting knowledge management.

· Experience using AI or automation tools.

Language Skills

Required
- English: CEFR C1 or above

Pay: RM4,500.00 - RM6,000.00 per hour

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person