Service Desk Team Lead
DXC Technology · Kuala Lumpur, Malaysia · 1mo ago
Job Description:
DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com
Role Overview
We areseekinga proactive and customer-focusedService Desk Team Leadwith strong technical and operationalexpertiseto oversee L1 support operations. The roleis responsible formanaging a team of Service Desk Agents, ensuringtimelyresolution of incidents and service requests, and delivering high-quality customer experience aligned with organizational SLAs and ITIL processes.
Key Responsibilities
Act as theprimary escalation pointfor all critical and high-priority IT incidents.
Lead and manageService Desk (L1) operationsacross calls, emails, chat, and ticketing platforms.
Monitor, manage, and ensure adherence toSLA/OLA targets(response, resolution, backlog).
Overseeticket logging, classification, prioritization, and triagingin tools such as ServiceNow.
Manageworkload distribution, ensuringoptimalutilizationof team members.
Driveincident resolution and service request fulfilment, ensuring high customer satisfaction.
Collaborate withL2/L3 support teamsfortimelyescalation and resolution.
Conduct regularteam reviews, coaching, and performance management.
Ensure properdocumentation of incidents, resolutions, and knowledge articles.
Analysetrends,identifyrecurring issues, and drivecontinuous service improvement initiatives.
Manageshift rosters and resource planningin a 24x7 environment.
Ensure compliance withITIL processes, audit, security, and operational standards.
ProvideMIS reports, dashboards, and service insightsto stakeholders and leadership.
Participate in shift-based operations, including weekends/holidays if required.
Working onsite is a mandatory requirement. The work location is in Bukit Jalil.
Required Skills & Competencies
Technical Skills
Strong knowledge of:
Windows OS / Mac OS
Microsoft 365 (Outlook, Teams, Office applications)
Active Directory & user administration
Networking basics (VPN, LAN/Wi-Fi, DNS)
Experience withITSM tools (ServiceNow preferred)
Good understanding ofITIL processes(Incident, Request, Problem, Change)
Leadership & Functional Skills
Strongteammanagement and leadership capability
Experience inSLA management and service delivery governance
Excellentcommunication and stakeholder management skills
Ability to managehigh-volume ticket environments
Stronganalytical and decision-making skills
Experience & Qualifications
5–7 yearsof experience in IT Service Desk / Technical Support
Minimum2 years in a Lead / Supervisory role
Bachelor’s degree inIT, Computer Science, or related field (preferred)
ITIL Foundation certification(preferred/mandatory based on policy)
Behavioral Expectations
Strongcustomer-first mindset
Highownership, accountability, and leadership presence
Ability towork under pressure and handle critical incidents
Strongteamcollaboration and mentoring approach
Focus oncontinuous improvement and service excellence
Why Consider This Opportunity?
This role provides the opportunity to:
Shape high visibility transformation engagements
Drive influence across key solution areas including Cloud, Data, AI, and ServiceNow
Build deeper relationships with customers, account teams, and practice leadership
Contribute directly to practice growth, capability uplift, and strategic direction
Advance your consulting career in a role with both delivery and growth responsibilities
Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice.
As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training, and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include.
Extensive resources to support your onboarding and continual development including DXC University
DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition
We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC
More time to do the things you love with flexible leave options, including purchased leave
Take time to give back with charitable and emergency services volunteer days
Well-being matters to us and our Employee Assistance Program is there to support you and your family.
How to apply & our commitment to you in return: If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the "Apply Now" button to submit your resume.
In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time.
Interviews and onboarding are conducted online, as part of us being a virtual-first company.
We are an Equal Opportunity Employer: DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow.
Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.