Manpower Malaysia Hiring! Full Time IT Service Desk Team Lead in Federal Territory - Ricebowl

About the Client

Our Client is a leading multinational organization with a strong presence across multiple markets, supported by advanced digital solutions that enable sales, distribution, and business operations. As part of its continued commitment to service excellence and technology-driven innovation, the Client is seeking an experienced IT Service Desk Team Lead to oversee Level 1 support operations and ensure the delivery of high-quality technical support services.

Job Responsibilities

Team Leadership

• Lead, coach, and mentor the Level 1 Support team to deliver excellent service performance.
• Conduct regular team meetings and one-on-one coaching sessions.
• Monitor team performance and provide constructive feedback to drive continuous improvement.
• Manage work schedules, shift planning, and leave coordination.
• Support recruitment, onboarding, and training activities for new team members.
• Work independently while proactively keeping stakeholders informed on operational matters.

Level 1 Support Operations

• Oversee the daily operations of the Level 1 support function.
• Ensure incidents and service requests are managed within established Service Level Agreements (SLAs).
• Monitor ticket queues and effectively prioritize workloads.
• Maintain high standards of ticket documentation and resolution quality.
• Coordinate shift handovers to ensure seamless support coverage.

Incident & Request Management

• Coordinate and manage complex Level 1 incidents.
• Escalate unresolved issues to Level 2 support teams when required.
• Track and monitor high-priority incidents through to resolution.
• Ensure end users and stakeholders receive timely updates throughout the support process.
• Professionally manage customer and user escalations.
• Identify recurring issues and recommend preventive measures.
• Act as an effective liaison between IT teams and business users.

Process Improvement

• Review existing support processes and identify opportunities for improvement.
• Maintain and enhance knowledge base articles and troubleshooting documentation.
• Develop and standardize support procedures and best practices.
• Contribute to continuous service improvement initiatives.

Stakeholder Collaboration

• Collaborate closely with technical, application, security, and business teams.
• Coordinate support activities during system maintenance, deployments, and major incidents.
• Participate in change management processes and related activities.

Technical Oversight

• Develop a strong understanding of the sales and distribution systems ecosystem.
• Translate business requirements into system-related solutions and recommendations.
• Understand end-to-end system and data flows.
• Review SQL queries and support data analysis activities.
• Utilize reporting tools and platforms to support business requirements.
• Coordinate User Acceptance Testing (UAT), review test scripts, and recommend testing strategies.
• Assess the impact of system changes and deployments on business operations.

Job Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 3 to 5 years of experience within an IT Service Desk, Help Desk, or Technical Support environment.
• At least 2 to 3 years of experience in a leadership, supervisory, or team lead capacity.
• Hands-on experience with IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or Remedy.
• Strong knowledge of Microsoft Windows and Microsoft 365 environments.
• Experience in Active Directory user administration.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN technologies.
• Familiarity with system integration platforms and related technologies.
• Experience with reporting and analytics tools such as Power BI, MicroStrategy, Crystal Reports, and advanced Microsoft Excel functions including Pivot Tables.
• Knowledge of hardware and software troubleshooting methodologies.
• Experience using remote support tools and ticketing systems.
• Understanding of knowledge base management and support documentation best practices.
• Strong analytical and problem-solving capabilities.
• Excellent communication and interpersonal skills with the ability to engage both technical and non-technical stakeholders.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong decision-making, conflict resolution, coaching, and mentoring skills.
• Customer-focused mindset with a commitment to service excellence.

Your Safety and Data Security Matter to Us.

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