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Help Desk Team Lead

Help Desk Team Lead

Zonberation GroupKuala Lumpur, Kuala Lumpur, Malaysia
11 jam yang lalu
Penerangan pekerjaan

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

  • Oversee shift scheduling and resource allocation for 24 / 7 support coverage
  • Handle escalated business inquiries and complex technical issues
  • Manage team performance through regular coaching and development plans
  • Foster a culture of accountability and excellence within the team

    • Process & Knowledge Management

  • Maintain and verify business routing rules and escalation procedures
  • Develop and update business process mapping documentation
  • Oversee KB documentation quality and completeness
  • Implement and maintain standard operating procedures

    • Cross-Functional Coordination

  • Serve as primary point of contact for cross-team communication and collaboration
  • Coordinate with technical teams, business units, and external partners
  • Facilitate regular stakeholder meetings and service review sessions
  • Manage communication during major incidents and service disruptions

    • Required Qualifications

  • 5+ years of experience in service desk or technical support management
  • Proven experience supporting marketing technologies and CRM platforms (Salesforce preferred)
  • Extensive knowledge of our client's North American business operations and systems
  • Demonstrated experience in quality management and process improvement
  • Strong understanding of ITIL framework and service management principles
  • Multilingual capabilities (English + Mandarin Chinese)

    • Technical Competencies

  • Advanced knowledge of CRM systems
  • Marketing technology stack expertise
  • Service desk tools and platforms (ServiceNow, Jira, Zendesk)
  • Business process mapping and documentation tools
  • Quality management and monitoring systems

    • Core Competencies

  • Exceptional cross-functional communication and coordination skills
  • Strong problem-solving and decision-making abilities
  • High level of accountability and ownership
  • Excellent stakeholder management capabilities
  • Process-oriented with strong analytical skills
  • Ability to manage multiple priorities in a fast-paced environment

    • What We Offer

  • Competitive compensation and benefits package
  • Opportunities for professional growth and development
  • Collaborative and inclusive work environment
  • Exposure to global enterprise IT environments
  • Cross-cultural working experience
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