💼 Full-Time Position

Service Desk Team Lead

🏢
DXC Technology
📍 kuala lumpur, kuala lumpur, Malaysia
📍
Location
kuala lumpur, Malaysia
📅
Posted
June 10, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

DXC Technology is seeking a proactive and customer-focused Service Desk Team Lead with strong technical and operational expertise to oversee L1 support operations.

Requirements

  • Act as the primary escalation point for all critical and high-priority IT incidents.
  • Lead and manage Service Desk (L1) operations across calls, emails, chat, and ticketing platforms.
  • Monitor, manage, and ensure adherence to SLA/OLA targets (response, resolution, backlog).
  • Oversee ticket logging, classification, prioritization, and triaging in tools such as ServiceNow.
  • Manage workload distribution, ensuring optimal utilization of team members.
  • Drive incident resolution and service request fulfilment, ensuring high customer satisfaction.
  • Collaborate with L2/L3 support teams for timely escalation and resolution.
  • Conduct regular team reviews, coaching, and performance management.
  • Ensure proper documentation of incident...