Team Leader - 1st Level Support (Service Desk & Field Service) (m/f/d)

Based in Kuala Lumpur

We are looking for an experienced Team Leader – 1st Level Support to lead our ServiceDesk and Field Service teams. This role is critical in ensuring efficient incident resolution, customer support, and service process optimization while building and developing a high-performing team.

Key Responsibilities:

• Lead, expand, and develop the 1st Level Support team, including hiring, onboarding, and training to ensure high performance.
• Oversee ServiceDesk operations and Field Service activities, ensuring timely incident resolution and SLA adherence.
• Act as the primary escalation point for complex technical issues and coordinate with 2nd and 3rd Level Support when necessary.
• Monitor and analyze service trends, implementing improvements to enhance operational efficiency and customer satisfaction.
• Manage subcontractors and external service providers to maintain service quality.
• Develop and maintain SOPs, track service metrics, and generate reports to monitor team performance and identify areas for improvement.
• Collaborate with internal departments and headquarters to align service strategies and ensure smooth communication between support levels.
• Organize and conduct regular training sessions to keep the team up to date with service standards, technologies, and best practices.
  
  

Requirements:

• Bachelor’s Degree or Diploma in ICT, Electronics, Mechatronics, or equivalent experience.
• 5+ years of experience in IT support/service management, including 2+ years in a leadership role.
• Proven experience in team building, hiring, and workforce training.
• Hands-on IT service management (ITSM) experience (ITIL, FitSM, ISO20000).
• Proficiency in HelpDesk systems (Jira Service Management, ServiceNow, etc.).
• Strong analytical and problem-solving skills with the ability to optimize support workflows.
• Excellent communication skills; fluent in English and Bahasa Melayu.
• Flexibility to travel within Malaysia when required.
  
  

Qualifications:

• Experience managing government-related IT service projects.
• Familiarity with cloud-based IT support, automation, and remote troubleshooting.
• German language skills are an advantage.
  
  

Have we raised your interest?

Then we look forward to receiving your application!

If you have any questions about the position or are currently in an employment relationship and would like to clarify in a personal interview whether we offer the right conditions for you before you apply, we will be happy to help. Of course, we guarantee absolute discretion.

Simply contact us and we will arrange a telephone appointment to discuss all the details individually.

Based in Kuala Lumpur

We are looking for an experienced Team Leader – 1st Level Support to lead our ServiceDesk and Field Service teams. This role is critical in ensuring efficient incident resolution, customer support, and service process optimization while building and developing a high-performing team.

Key Responsibilities:

• Lead, expand, and develop the 1st Level Support team, including hiring, onboarding, and training to ensure high performance.
• Oversee ServiceDesk operations and Field Service activities, ensuring timely incident resolution and SLA adherence.
• Act as the primary escalation point for complex technical issues and coordinate with 2nd and 3rd Level Support when necessary.
• Monitor and analyze service trends, implementing improvements to enhance operational efficiency and customer satisfaction.
• Manage subcontractors and external service providers to maintain service quality.
• Develop and maintain SOPs, track service metrics, and generate reports to monitor team performance and identify areas for improvement.
• Collaborate with internal departments and headquarters to align service strategies and ensure smooth communication between support levels.
• Organize and conduct regular training sessions to keep the team up to date with service standards, technologies, and best practices.
  
  

Requirements:

• Bachelor’s Degree or Diploma in ICT, Electronics, Mechatronics, or equivalent experience.
• 5+ years of experience in IT support/service management, including 2+ years in a leadership role.
• Proven experience in team building, hiring, and workforce training.
• Hands-on IT service management (ITSM) experience (ITIL, FitSM, ISO20000).
• Proficiency in HelpDesk systems (Jira Service Management, ServiceNow, etc.).
• Strong analytical and problem-solving skills with the ability to optimize support workflows.
• Excellent communication skills; fluent in English and Bahasa Melayu.
• Flexibility to travel within Malaysia when required.
  
  

Qualifications:

• Experience managing government-related IT service projects.
• Familiarity with cloud-based IT support, automation, and remote troubleshooting.
• German language skills are an advantage.
  
  

Have we raised your interest?

Then we look forward to receiving your application!

If you have any questions about the position or are currently in an employment relationship and would like to clarify in a personal interview whether we offer the right conditions for you before you apply, we will be happy to help. Of course, we guarantee absolute discretion.

Simply contact us and we will arrange a telephone appointment to discuss all the details individually.