IT Service Desk Team Lead

About the role

Maltem Asia is recruiting an IT Service Desk Team Lead on behalf of its client in the education sector. The role leads the day-to-day operations of the service desk and coordinates first-level support.

Key responsibilities

• Coordinate first-level support and make sure 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
• Escalate incidents to the right 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 improvement opportunities
• Coordinate extended support coverage and operational handovers where needed
• Maintain effective communication with users and client stakeholders

Required profile

• 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
• Strong communication, leadership and customer service skills
• Ability to work in a fast-paced, multi-user support environment

Required skills

• Knowledge of ITSM tools, incident management and SLA tracking
• Good understanding of Windows, Microsoft 365 and common end-user IT issues