Service Desk Team Leader | Bangsar South

Role Purpose

This role is responsible for leading a sizeable on‑site Service Desk team, ensuring consistent service delivery in line with agreed SLAs while maintaining strong stakeholder relationships within a customer environment. The role carries a high level of accountability, operational ownership, and people leadership autonomy, operating under general direction with clear outcome expectations.

Job Description: 

• Manage daily operational coverage, workload planning, and OT arrangements
• Lead on‑site Service Desk operations to consistently meet SLA and performance targets
• Act as the primary escalation point to resolve customer and service issues promptly
• Drive performance management, coaching, and engagement across the team
• Build and maintain strong on‑site stakeholder relationships
• Produce and review operational reports to track trends and continuous improvement
• Ensure compliance with organizational policies and information security standards

Job requirement:

• 4+ years of experience in a Service Desk Team Leader / Supervisor role
• Proven experience managing teams of more than 10 people
• Strong background in service operations, including SLA, shift planning, and performance management
• Experienced working in an on‑site customer environment
• Ability to work on‑site at Bangsar South
• Strong stakeholder management and communication skills
• Good working knowledge of Microsoft applications and Service Desk processes