Service Desk Team Leader

Location: Kuala Lumpur, Malaysia
Service: Air IT – Global Service Desk
Reports to: Regional Service Desk Manager (Kuala Lumpur)
Shift Pattern: Management shift rota covering 24/7, 365 days (Permanent Night Shift 9pm-6am MYT)

Role Purpose

The Service Desk Team Leader is responsible for the day-to-day operational leadership of the KL Service Desk team, ensuring high-quality, consistent service delivery in line with customer contractual obligations and Air IT service standards.

The role combines people leadership, operational control, and duty management, with full accountability for service performance during assigned shifts. The Team Leader acts as the senior operational authority on shift, representing the wider Air IT Group.

Key Responsibilities

Leadership & People Management

• Provide line management for a team of 1st and 2nd Line Service Desk Engineers
• Lead, motivate, and develop the team to achieve individual and team objectives
• Ensure effective performance management, including:
  • Regular 1:1s
  • Objectives and KPIs
  • Coaching, feedback, and development plans
• Identify skills gaps and support training and upskilling initiatives
• Promote a positive, professional, and customer-focused team culture

Operational & Duty Management

• Act as Duty Manager during allocated shifts, with accountability for:
  • Overall service desk performance
  • Real-time operational decision-making
  • Escalation and prioritisation of workloads
• Ensure adherence to Air IT processes, SLAs, OLAs, and customer-specific requirements
• Act as the primary operational escalation point during shift for internal teams and customers

Incident Management

• Oversee major and high-priority incidents, ensuring:
• Appropriate prioritisation and escalation
• Clear communication internally and externally
• Coordination across resolver teams
• Ensure incidents are managed in line with Air IT Incident Management processes
• Lead post-incident reviews and ensure lessons learned are captured

Service Management (Change, Problem & MI)

• Oversee Problem Management on shift, ensuring:
  • Root cause analysis is completed
  • Preventative actions are identified and progressed
• Support and oversee Change Management activities, ensuring:
  • Risks are understood
  • Changes are appropriately reviewed and communicated
• Ensure accurate and timely Management Information (MI) is produced, reviewed, and acted upon
• Use MI to drive service improvements and team performance

Complaints & Escalations

• Own and manage customer complaints and escalations during shift
• Ensure issues are handled professionally, transparently, and to resolution
• Maintain clear communication with customers and stakeholders
• Ensure trends in complaints or escalations are identified and addressed

Quality & Continuous Improvement

• Ensure consistent service quality across all customers and shifts
• Identify opportunities to improve processes, efficiency, and service outcomes
• Actively contribute to service improvement initiatives across the Air IT Group
• Support standardisation and best practice across global service desks

Skills & Experience

Essential

• Proven experience in a Service Desk Team Lead / Senior Analyst / Shift Lead role
• Experience leading teams in a 24/7 managed service environment
• Strong understanding of IT Service Management principles
• Experience managing incidents, escalations, and customer expectations
• Excellent communication and stakeholder management skills
• Ability to make confident decisions under pressure
• Comfortable working a management shift rota covering 24/7, 365

Desirable

• ITIL Foundation (or higher) certification
• Experience working within a global MSP environment
• Exposure to Change and Problem Management processes
• Experience producing and analysing service performance MI
• Coaching or mentoring experience

Personal Attributes

• Calm, confident, and decisive under pressure
• Strong sense of ownership and accountability
• Resilient and adaptable in a fast-paced environment
• Customer-focused with high professional standards
• Collaborative and supportive leader