Help Desk Team Lead

Job Description : Help Desk Team Leader

Location :

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Department :

Global IT Service Desk

Duration : One Year Renewable Contract

Salary : Negociable

Project Background

This position is part of a dedicated

System Operation and Maintenance

project for our client's Americas business units. Our company is contracted to provide a complete operation and maintenance team to ensure the stability, performance, and continuous improvement of our client's end-user computing environment and associated business applications across the Americas region. You will lead the team that is the front line of this critical support operation.

Company Overview

Zonberation Group is a leading IT service provider delivering premium technical support and operational maintenance to global brands. We have a strong partnership with our client and are seeking a dynamic

Bilingual Team Leader

to oversee our dedicated five-person operation and maintenance team supporting our client's Americas business units.

Position Summary

You will be responsible for leading the five-person help desk team that provides comprehensive Level 1 / Level 2 operation and maintenance support to our client's Americas Marketing, Sales, Finance, and Operations teams. This role is critical to the project's success, requiring a blend of technical support expertise, team management, process adherence, and client relationship management. You will be the primary point of contact for the client, ensuring Service Level Agreements (SLAs) are met, and acting as the key bridge between our client's Americas team and our delivery organization.

Key Responsibilities

Service Quality & Customer Management

• Lead quality assurance initiatives and implement continuous improvement processes
• Manage dissatisfied user cases through personalized follow-ups and resolution tracking
• Conduct regular service reviews with business stakeholders and customers
• Monitor and maintain service level agreements (SLAs) and key performance indicators

Team Management & Operations

Process & Knowledge Management

Cross-Functional Coordination

Required Qualifications

Technical Competencies

Core Competencies

What We Offer