Customer Experience Lead

1 week ago

Cyberjaya, Malaysia Logicalis Full time

**The Role**:
As the Customer Experience Lead within our Managed Services business, you will lead the Service Desk team providing excellent service to our managed service customers. You will monitor and drive key service stats and help coordinate resources to ensure high levels of service are maintained.

This role is a combination of **technical resolution** and **team oversight** where you will lean on your technical knowledge/experience to guide and coach the team in best practice resolution. The role requires adaptability to jump in and contribute to technical tickets with the techs when team workload requires it.

**Accountabilities**:

- Lead, motivate, and prioritise the service desk team to achieve strong team performance, productivity, and engagement.
- Conduct performance reviews with the team, document and track their career and development plans.
- Monitoring key performance trends, and proactively identify and mitigate any operational risks.
- Ensure the team are delivering positive customer outcomes within the agreed service levels agreements.
- Act as the escalation point for any critical operational issues for your team.
- Encourage a collaborate and supportive team environment.
- Diagnosing issues and provide solutions, utilising knowledge entries to achieve service restoration where possible.
- Regularly review your teams’ operational processes to ensure documentation and KB’s are maintained and current.
- Attend meetings with customers as required with Service Delivery Managers
- Contribute to L2 ticket troubleshooting and resolutions

**About You**:

- You will display and

**Job Snapshot**:
**Employee Type**:

- Full-Time**Location**:
Cyberjaya**Job Type**:

- Other**Experience**:

- Not Specified**Date Posted**:

- 9/5/2025

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