Deskripsi Pekerjaan
Join Morgan McKinley as a Service Desk Lead and spearhead our IT service delivery operations in Kuala Lumpur. This pivotal role combines technical expertise with team leadership to ensure seamless IT support across the organization. You'll drive customer satisfaction through efficient incident management, proactive problem-solving, and continuous service improvement initiatives. As a key member of our dynamic IT team, you'll shape service desk policies, mentor junior staff, and collaborate with cross-functional teams to deliver exceptional user experiences. Morgan McKinley offers a collaborative environment where your leadership skills directly impact organizational efficiency and innovation. This is an ideal opportunity for tech-savvy professionals looking to advance their career in IT service management while contributing to a global workforce solutions leader.
Tanggung Jawab
- Lead and mentor a team of service desk analysts to resolve technical issues efficiently
- Implement and optimize IT service management (ITSM) processes and SLAs
- Manage incident escalation paths and coordinate resolution with technical teams
- Monitor service desk performance metrics and drive continuous improvement
- Develop training programs to enhance team technical capabilities
- Act as primary liaison between IT and business stakeholders
- Ensure compliance with IT security policies and data protection standards
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field
- Minimum 5 years of IT service desk experience with 2+ years in leadership
- ITIL Foundation/Practitioner certification preferred
- Expertise in service desk tools (ServiceNow, Jira, Zendesk)
- Strong problem-solving and conflict resolution abilities
- Excellent communication skills with fluency in English
- Experience managing remote teams and cross-functional projects
- Knowledge of IT infrastructure (networking, cloud, security fundamentals)