IT Support Team Lead

4 days ago

Kuala Lumpur, Malaysia Transcosmos Malaysia Sdn Bhd Full time

**Job Overview**

The IT Support Team Leader oversees the day-to-day operations of the Tier 1 support team, ensuring that service levels are met and that agents are supported and guided effectively. The role combines team leadership, performance analysis, process improvement, and stakeholder communication.

**Responsibilities**:

- Set team goals and ensure all T1 IT Support Agents understand expectations.
- Manage task assignments, shift scheduling, onboarding, and training for new team members.
- Monitor team performance, ticket progress, and SLA adherence.
- Provide regular feedback and performance evaluations to team members.
- Analyze support trends and user feedback, sharing improvement insights with management.
- Maintain clear and timely communication with BPO managers and stakeholders on support updates and issues.
- Identify and lead process improvements and contribute to the growth of the support function.

**Job Requirements**
- Education & Experience: College degree or higher; prior experience leading a technical support team.
- **Language requirements: Able to speak, read, and write proficiently in English, MANDARIN and Bahasa Malaysia**
- Technical Knowledge: Strong understanding of IT systems and platforms; deeper technical expertise than Tier 1 agents.

**- Leadership Skills: Atleast 1 year of experience in handling the Customer Service/IT Support team.**
- Communication: Excellent verbal and written skills in both English and Mandarin.
- Decision-Making: Effective problem-solving under pressure and sound judgment.
- Customer Orientation: High commitment to delivering excellent internal user experience.
- Analytical Skills: Able to use data to monitor performance and identify improvement areas.
- Time Flexibility: Willing to adapt to shifting work hours and support coverage needs.

**Job Types**: Full-time, Permanent

Pay: RM6,000.00 - RM7,000.00 per month

**Benefits**:

- Dental insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Fixed shift
- Monday to Friday

**Language**:

- Mandarin (required)

Work Location: In person

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