NTT

5 days ago

Technical Team Lead

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Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Lead day-to-day service desk operations by overseeing ticket flow, workload distribution, backlog, and SLA performance. Assign and monitor incidents and service requests, act as the escalation point for complex/high-priority user issues, and coach team members on technical support, customer handling, and process compliance. Coordinate with Level 2/3 and infrastructure, application, security, and vendor teams, while managing shift coverage and improving documentation and knowledge articles.

Location: Cyberjaya

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Oversee daily service desk activities including ticket flow, workload distribution, backlog, and SLA performance.
•Assign, prioritize, and monitor incidents and service requests to ensure timely resolution.
•Support and coach team members on technical issues, customer handling, and process adherence.
•Act as the escalation point for complex or high-priority user issues.
•Coordinate with Level 2/3, infrastructure, application, security, and vendor teams for issue resolution; manage shift coverage and document/ticket quality.

Key Requirements

•Strong understanding of service desk operations, incident management, request fulfillment, and SLA monitoring.
•Technical knowledge of desktop support, Microsoft 365, Active Directory, VPN, endpoint devices, and business applications.
•Demonstrated leadership skills with the ability to coach, communicate, and manage escalations.
•Ability to prioritize work, support team performance, and maintain service quality under pressure.
•Experience using ITSM tools such as ServiceNow is an advantage; ITIL Foundation certification is preferred.

Experience:3-5 yearsIT supportService desk

Skills:LeadershipCoachingCommunicationEscalation managementPrioritization

Certifications:ITIL Foundation

Tech Stack:ServiceNowMicrosoft 365Active DirectoryVPNEndpoint devicesITSM

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT