Service Desk Team Lead

2 days ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

**Job Summary**:
**Key Responsibilities**:
**Team Management & Leadership**
- Supervise a team of service desk analysts, providing guidance, coaching, and performance feedback.
- Develop schedules and manage resource allocation to ensure adequate support coverage.
- Set team objectives and key performance indicators (KPIs) aligned with business goals.

**Service Desk Operations**
- Oversee daily operations of the service desk, ensuring tickets and incidents are managed within SLAs.
- Act as the escalation point for complex issues, ensuring timely and satisfactory resolution.
- Monitor ticketing systems and manage workflow, assigning tasks as needed.

**Customer Support & Communication**
- Ensure that the team provides excellent customer service to Mandarin-speaking clients, ensuring clarity, empathy, and professionalism.
- Conduct quality assurance checks on service desk interactions, providing feedback for improvement.
- Communicate effectively with stakeholders, providing updates on incidents, resolutions, and potential issues.

**Incident & Problem Management**
- Identify recurring issues and work with relevant teams to provide long-term solutions.
- Implement best practices in incident management, tracking and analyzing incidents to improve overall service desk efficiency.
- Collaborate with IT and cross-functional teams to address and resolve system issues affecting end-users.

**Reporting & Documentation**
- Create and present reports on team performance, ticket resolutions, and customer satisfaction metrics.
- Document processes, workflows, and solutions to enhance team knowledge and training resources.
- Track team productivity and provide regular feedback for continuous improvement.

**Continuous Improvement & Training**
- Stay updated on the latest tools and industry best practices in service desk operations.
- Conduct regular training sessions to improve team skills and technical knowledge, especially for Mandarin-speaking support.
- Lead initiatives to streamline processes, improve response times, and enhance the customer experience.

**Qualifications**:

- Language: Fluency in Mandarin and English is required, both written and spoken.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
- Experience: 4+ years in a service desk or IT support role, with at least 1 year in a supervisory or team lead position.
- Leadership Skills: Demonstrated ability to lead, mentor, and motivate a team, with strong organizational and time-management skills.
- Customer Service: Excellent interpersonal skills, with a customer-first attitude and a problem-solving mindset.
- Certifications (Optional): ITIL certification or equivalent is a plus.

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

Pay: From RM4,500.00 per month

**Benefits**:

- Health insurance

Schedule:

- Fixed shift
- Monday to Friday

**Experience**:

- Service Desk: 3 years (required)

**Language**:

- Mandarin (required)

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