{"id":1246457,"url":"https://alion.io/job/getronics-service-desk-team-lead","title":"Service Desk Team Lead","company":{"id":174103,"name":"Getronics","domain":"getronics.com","url":"https://alion.io/company/getronics","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-25T17:22:53Z","employer_posted_date":null,"last_verified_at":"2026-09-25T17:22:53Z","board_verified":false,"closed_at":null,"days_open":25,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":25},"description":"Position Overview\n\nThe Service Desk Team Leader is responsible for leading and managing the service desk team to deliver high-quality IT support services. This role ensures operational excellence, customer satisfaction, and continuous improvement in line with organizational standards.\n\nKey Requirements\n\nEducation: Diploma or higher in IT, Computer Science, or related discipline.\nExperience: Minimum 5 years in IT support with proven leadership/team coordination.\nCertifications: ITIL Foundation, SDI Service Desk Manager, HDI-SCTL preferred.\nCommunication Skills: Strong verbal and written communication with technical and non-technical stakeholders.\nTechnical Proficiency: IT infrastructure, service management tools, and IT best practices.\nLeadership Qualities: Team mentoring, conflict resolution, coaching, and retention strategies.\nOperational Expertise: Service Level Management, SOPs, ITIL-based operations, knowledge management, metrics, and reporting.\n\nPrimary Role\n\nLead & Empower: Provide coaching, training, and daily support to service desk staff.\nCustomer Experience: Uphold professionalism and responsiveness in all interactions.\nContinuous Improvement: Drive process optimization and service delivery enhancements.\nCulture & Discipline: Maintain morale, enforce policies, and ensure compliance.\n\nResponsibilities\n\nTeam Management: Scheduling, workload monitoring, SLA adherence, escalation handling.\nOperational Oversight: Ticket handling, workflow compliance, incident analysis, root cause detection.\nStakeholder Engagement: Cross-department coordination, partner relationships, effective communication flow.\nTraining & Development: Coordinate training initiatives with the Service Delivery Manager.\n\nOperations\n\nLocation: Plaza Sentral, Kuala Lumpur, Malaysia.\nWorking Hours: 24/7 rotation shifts.\nLanguages: English and Mandarin preferred.","description_format":"text","description_chars":1861,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Help Desk & Service Desk","Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-25T17:22:53Z"}],"visa":[],"liveness":{"score":49,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.763,"p_room":0.75,"age_days":24,"expected_fill_days":26,"reasons":["seen:24","velocity","win:late"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/getronics-service-desk-team-lead","json_url":"https://alion.io/job/getronics-service-desk-team-lead.json","meta":{"generated_at":"2026-10-20T20:04:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23288,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":174103},"rest":"https://alion.io/mcp/rest/get_company?id=174103"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgetronics-service-desk-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgetronics-service-desk-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgetronics-service-desk-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/getronics-service-desk-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgetronics-service-desk-team-lead"}]}