NTT DATA Hiring! Full Time IT Field Services Lead (Desktop-End User Support) in WP Kuala Lumpur - Ricebowl

About the role

The Technical Field Service Team Lead is responsible for guiding a team of field service engineers and technicians to deliver exceptional on-site technical support, maintenance, and deployment services. This role splits focus between providing high-level technical escalations, managing daily field operations, ensuring compliance with Service Level Agreements (SLAs), and mentoring team members. The ideal candidate ensures operational efficiency, high client satisfaction, and a safe working environment.

Key responsibilities

• Lead, coach, and mentor a team of field technicians and engineers, fostering a collaborative and high-performance culture

• Manage and lead the desktop support team, coordinating with IT staff on design and implementation of new technology

• Oversee the dispatching, scheduling, and allocation of field resources to optimize response times and maximize productivity

• Ensure all field service requests, incidents, and preventative maintenance tasks are resolved within agreed contractual SLAs

• Act as the primary technical and operational escalation point for complex field issues that cannot be resolved by frontline technicians

• Oversee on-site rollouts, hardware refreshes, and projects, ensuring deliverables are met on time and within scope

• Conduct regular site audits and review completed work orders to ensure technical standards and quality benchmarks are maintained

• Provide advanced on-site troubleshooting and technical support for critical infrastructure, hardware, network components, or specialized equipment when required

• Manage the team's spare parts inventory, toolkits, and test equipment, ensuring proper calibration and availability

• Compile and present regular field operational reports to management and stakeholders

About you

• 3 - 5 years of experience in IT Desktop /Field Tech Support with team leadership skills.

• Strong ability to motivate a mobile, distributed team and manage workloads under pressure

• Excellent verbal and written communication skills for interfacing with both corporate clients and technical staff

• Exceptional analytical and troubleshooting skills, with a focus on structural root-cause analysis

• Knowledgeable in MS Office

• Accountable to prepare weekly and monthly reporting as per business requirements