Service Desk Team Lead - AA
- Malaysia
- Permanent
- Full-time
- Lead and manage day-to-day IT Service Desk operations across business functions.
- Oversee End User Support, including onboarding and offboarding support for corporate users.
- Ensure service desk tickets are managed efficiently to meet business SLAs.
- Drive service improvement initiatives based on ticket analysis and recurring incident patterns.
- Act as a point of escalation point for complex service issues affecting business continuity or timelines.
- Maintain and continuously improve the Service Desk knowledge base to ensure accurate, up to date documentation for common issues, procedures and user guides.
- Provide coaching, guidance, and daily support to junior service desk staff to uplift team capability and service quality.
- Conduct regular performance reviews, set clear expectations, and identify training needs.
- Foster a collaborative team culture focused on continuous learning, accountability and service excellence.
- Ensure full visibility and control of IT hardware and software assets, with emphasis on compliance with insurance regulatory requirements (e.g. BNM, ISO27001).
- Ensure accurate tracking and management of IT hardware and software assets throughout their lifecycle with emphasis on company compliance standards and requirements.
- Support internal and external audits by maintaining clean asset records and software license compliance.
- Work closely with information security teams on vulnerability remediation and system lifecycle tracking.
- Oversee IT purchasing processes, including sourcing, PO creation, invoice validation and vendor coordination.
- Ensure timely procurement and compliance with internal policies and vendor due diligence standards.
- Coordinate with finance and procurement on budgeting and asset forecasting tied to IT strategy.
- Bachelor's Degree in Information Technology, Computer Science, or a related field.
- Minimum 4 years of hands-on experience in IT Service Desk or end-user support, preferably within a mid to large-sized organization.
- Proven experience managing or supervising a small IT support team.
- Solid knowledge of ITIL practices and IT ticketing systems (e.g. ServiceNow, Jira).
- Strong understanding of asset management principles (hardware/software lifecycle).
- Good written and verbal communication skills in English and Bahasa Malaysia.
- Familiar with IT procurement processes and vendor coordination.
- Excellent troubleshooting and problem-solving skills.
- Experience with compliance-driven environments (e.g. BNM-RMIT, ISO 27001).
- Working knowledge of software license compliance (e.g. Microsoft, Adobe)
- Exposure to regulatory audits, IT security remediation, and patch compliance
- Familiarity with IT governance practices and internal SOP/policy creation.
- Strong interpersonal skills with the ability to guide junior team members and foster team collaboration.
- Ability to produce and maintain technical documentation and knowledge base content.