Full Time IT Service Desk Team Lead Jobs, in Maltem Asia-Pacific - Maukerja

Maltem Asia is currently seeking an IT Service Desk Team Lead for our client in the Education domain.

Role: IT Service Desk Team Lead

Key Responsibilities

• Lead the day-to-day operations of the IT Service Desk.
• Coordinate first-level support activities and ensure incidents are logged and prioritised correctly.
• Monitor ticket queues, response times, resolution rates and outstanding cases.
• Support the team in troubleshooting hardware, software, account and connectivity issues.
• Ensure incidents are escalated to the appropriate technical teams within agreed timelines.
• Review ticket quality, documentation and adherence to support procedures.
• Coach team members and support knowledge sharing and training.
• Prepare service performance reports and identify opportunities for improvement.
• Coordinate extended support coverage and operational handovers where required.
• Maintain effective communication with users and client stakeholders.

Requirements

• Relevant IT qualification or equivalent technical experience.
• Experience in IT service desk or technical support operations.
• Previous experience coordinating or leading a service desk team is preferred.
• Knowledge of ITSM tools, incident management and SLA tracking.
• Good understanding of Windows, Microsoft 365 and common end-user IT issues.
• Strong communication, leadership and customer service skills.
• Ability to work in a fast-paced, multi-user support environment.