Team Lead Service Desk Mandarin

Key Responsibility:

1. Team Management & Leadership

o Supervise a team of service desk analysts, providing guidance, coaching, and performance

feedback.

o Develop schedules and manage resource allocation to ensure adequate support coverage.

o Set team objectives and key performance indicators (KPIs) aligned with business goals.

2. Service Desk Operations

o Oversee daily operations of the service desk, ensuring tickets and incidents are managed

within SLAs.

o Act as the escalation point for complex issues, ensuring timely and satisfactory resolution.

o Monitor ticketing systems and manage workflow, assigning tasks as needed.

3. Customer Support & Communication

o Ensure that the team provides excellent customer service to Mandarin-speaking clients,

ensuring clarity, empathy, and professionalism.

o Conduct quality assurance checks on service desk interactions, providing feedback for

improvement.

o Communicate effectively with stakeholders, providing updates on incidents, resolutions,

and potential issues.

4. Incident & Problem Management

o Identify recurring issues and work with relevant teams to provide long-term solutions.

o Implement best practices in incident management, tracking and analyzing incidents to

improve overall service desk efficiency.

o Collaborate with IT and cross-functional teams to address and resolve system issues

affecting end-users.

5. Reporting & Documentation

o Create and present reports on team performance, ticket resolutions, and customer

satisfaction metrics.

o Document processes, workflows, and solutions to enhance team knowledge and training

resources.

o Track team productivity and provide regular feedback for continuous improvement.

6. Continuous Improvement & Training

o Stay updated on the latest tools and industry best practices in service desk operations.

o Conduct regular training sessions to improve team skills and technical knowledge, especially

for Mandarin-speaking support.

o 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.

 Technical Skills: Proficiency with IT service management tools (e.g., ServiceNow) and

troubleshooting desktop, network, and application issues.

 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 Type: Contract
Contract length: 12 months

Pay: RM6,000.00 - RM8,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Opportunities for promotion
• Professional development