Service Desk Leader

3 days ago

Jakarta Utara, Jawa, Indonesia PT. Mori Integrasi Teknologi Penuh waktu Rp 240 - Rp 420/tahun

The Service Desk Leader will lead and coordinate the Service Desk team for an enterprise customer environment. You will be responsible for daily service desk operations, team performance, SLA achievement, ticket monitoring, escalation handling, reporting, and communication with customer and regional IT stakeholders.

Key responsibilities :

Lead and supervise the Service Desk team in daily operations

Monitor ticket volume, SLA performance, backlog, aging tickets, and escalation

Ensure incidents and service requests are properly logged, categorized, assigned, followed up, and resolved

Coordinate with Level 2, Level 3, application, infrastructure, and other support teams when required

Handle escalated or critical user issues professionally

Monitor individual engineer performance and workload distribution

Conduct regular team briefing and performance review

Prepare weekly and monthly Service Desk reports

Present Service Desk performance, SLA, major incidents, backlog, and improvement actions during customer or regional IT meetings

Identify recurring issues and propose corrective or improvement actions

Requirement :

Minimum Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field

Minimum 3 years of experience in IT Service Desk / IT Support, preferably with leadership or team coordination responsibility

Experience leading or supervising a Service Desk / IT Support team is highly preferred

Good understanding of Incident Management, Service Request Management, SLA monitoring, ticket escalation, ticket backlog and aging, Major Incident handling, and Basic Problem Management

Familiar with IT Service Management / ITIL concepts

Able to prepare and analyze Service Desk performance reports

Good knowledge of Microsoft Excel; able to work with Pivot Table, COUNTIF/COUNTIFS, Lookup functions, and basic reporting

Strong leadership, communication, problem-solving, and customer-handling skills

Able to work under pressure and manage multiple priorities

Good spoken English is mandatory for professional situations including monthly regional IT meetings, presenting Service Desk KPI and SLA performance, explaining incidents and SLA breaches, providing corrective action plans, and responding to questions from regional stakeholders