IT Desktop Support Lead Job at NTT DATA (Kuala Lumpur)

Job Description

The Technical Field Service Team Lead is responsible for guiding a team of field service engineers and technicians to deliver exceptional on-site technical support, maintenance, and deployment services. This role splits focus between providing high-level technical escalations, managing daily field operations, ensuring compliance with Service Level Agreements (SLAs), and mentoring team members. The ideal candidate ensures operational efficiency, high client satisfaction, and a safe working environment.

Job Responsibility

Supervision and Mentoring
Resource Scheduling
Performance Evaluation
Onboarding and Offboarding
SLA Management
Escalation Handling
Project Coordination
Quality Assurance
Hands-on Support
Inventory and Tool Control
Documentation
Customer Satisfaction
Reporting

Requirements

Manage and lead the desktop support team
coordinating with IT staff on design and implementation of new technology
Ensuring all compliance requirement (training/timesheet submission) is done within timelines
Training employees on new programs or applications as needed
Evaluating employees’ job performance, identifying areas for improvement, and providing feedback
Ensuring incidents/tasks are of best quality by doing quality checks on a weekly basis
Ensuring that security measures are in place to protect against unauthorized access to sensitive data
Manage and drive remediation efforts related to information security
Coordinate with higher, peer and subordinate elements to troubleshoot
Oversee the dispatching, scheduling, and allocation of field resources
Conduct performance reviews, identify training gaps, and assist in the professional development of team members
Lead the training and onboarding process for new field service hires
Conduct the end-to-end JML process
Ensure all field service requests, incidents, and preventative maintenance tasks are resolved within agreed contractual SLAs
Act as the primary technical and operational escalation point for complex field issues
Oversee on-site rollouts, hardware refreshes, and projects
Managing projects that require coordination with other departments within the organization or with external vendors or partners
Conduct regular site audits and review completed work orders to ensure technical standards and quality benchmarks are maintained
Provide advanced on-site troubleshooting and technical support for critical infrastructure, hardware, network components, or specialized equipment when required
Manage the team’s spare parts inventory, toolkits, and test equipment
Ensuring that all IT equipment is in good working order and that backups are being performed
Maintain accurate service records, root-cause analysis (RCA) reports, and update local knowledge-base articles for continuous improvement
Act as a key liaison between the client and technical operations, ensuring high levels of customer satisfaction and trust
Compile and present regular field operational reports (e.g., ticket closure rates, first-time fix rates, technician utilization) to management and stakeholders
knowledgeable in Ms. Office

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IT Desktop Support Lead

Job Description

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