Lead-IT Service Desk

Educational Qualifications

Bachelors degree in information technology, Computer Science, or equivalent experience.

Certifications & Training (Preferred)

• ITIL Foundation or higher
• MCSA/MCSE, particularly with Azure or Microsoft 365 specialization
• Network certifications like CCNA or equivalent
• Awareness of ISO 27001 (ISMS) and ITSM processes

Key Responsibilities

• Lead and mentor the offshore IT Service Desk team, promoting collaboration, accountability, and skill development.
• Foster a positive and inclusive team culture, with a focus on well-being, motivation, and ownership.
• Monitor and manage incoming support tickets; ensure SLAs and service standards are consistently met.
• Handle escalations and complex incidents with a solution-oriented mindset.
• Collaborate with Corporate IT and business units to align offshore operations with overall IT strategy.
• Act as a liaison between offshore team and local leadership to ensure visibility, transparency, and trust.
• Draft, maintain, and improve standard operating procedures (SOPs), workflows, and knowledge base articles.
• Ensure seamless coordination of endpoint support, patch management, hardware/software deployment, and access control.
• Track trends, analyze recurring incidents, and work proactively with teams to reduce preventable issues.
• Support Corporate IT in project rollouts, system upgrades, and organizational change efforts.
• Execute asset management, procurement processes, and vendor coordination as directed by the IT Manager.
• Prepare reports on service desk metrics, user satisfaction, and improvement initiatives.

Technical Skills:

• Familiar with ISMS and ITMS process and policies
• Experience in providing critical user support such as support for senior users and management
• Act as a Team lead who can also interact effectively with local management and Head Office Team
• Good knowledge on Active Directory, DHCP, DNS, File server, SharePoint, and basic knowledge in Exchange Server, Oracle ERP etc.
• Good experience in solving Microsoft Office 365 related incidents and requests.
• Experience in solving End Point Security tools and Endpoint Patching.
• Basic experience in MDM preferably Intune and Identity and access management.
• Basic network support including LAN, Wireless and IP Phones etc.
• Good Knowledge in TCP\IP and basic knowledge on network technologies like firewall, switches, proxy etc.
• Talking to staff/vendors through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
• Support L2 System Team to roll-out of new implementation and change execution as directed by Corporate IT Manager
• Experience in IT Asset Management and perform procurement process as directed by IT Manager