Service Desk Team Lead (ServiceNow)

Location: Onsite in Bukit Jalil, Kuala Lumpur, Malaysia; shift-based 24x7 operations, including weekends and holidays if required

Company

hirify.global delivers enterprise technology, managed infrastructure, application modernization, and industry-specific software services to global enterprises and public sector organizations.

What you will do

• Lead L1 Service Desk operations across calls, email, chat, and ticketing platforms.
• Act as the primary escalation point for critical and high-priority IT incidents.
• Monitor SLA and OLA targets, including response times, resolution, and backlog.
• Oversee ticket logging, classification, prioritization, triage, incident resolution, and service request fulfilment.
• Manage workload distribution, shift rosters, resource planning, team reviews, coaching, and performance management.
• Collaborate with L2/L3 teams, provide service insights and reports, and drive continuous service improvement.

Requirements

• 5–7 years of experience in IT Service Desk or technical support, including at least 2 years in a lead or supervisory role.
• Strong knowledge of Windows OS, Mac OS, Microsoft 365, Active Directory, user administration, VPN, LAN/Wi-Fi, and DNS.
• Experience with ITSM tools, preferably ServiceNow, and a good understanding of ITIL incident, request, problem, and change processes.
• Experience managing SLAs, service delivery governance, high-volume ticket environments, and critical incidents.
• Strong communication, stakeholder management, analytical, decision-making, leadership, and mentoring skills.
• Bachelor’s degree in IT, Computer Science, or a related field and ITIL Foundation certification are preferred or may be mandatory according to policy.

Nice to have

• Bachelor’s degree in IT, Computer Science, or a related field.
• ITIL Foundation certification, subject to company policy.

Culture & Benefits

• Onboarding and ongoing development resources, including DXC University.
• Recognition and reward programs through the DXC Recognition platform.
• Flexible leave options, including purchased leave.
• Charitable and emergency services volunteer days.
• Employee Assistance Program supporting employees and their families.
• Inclusive, equal-opportunity environment with reasonable accommodation for qualified candidates.

Hiring process

• Submit a resume through the application process.
• Interviews and onboarding are conducted online.