About the job 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 complian...