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This job is for an IT Service Desk Team Lead at Aspiro, where you’ll manage tech issues, improve services, and help your team grow. You might like this job because you get to work in a cool office, enjoy flexible hours, and earn performance bonuses!
Job Description
About Us
Aspiro is an MSC-status shared services company and one of the Top 3 Most Preferred Employers in Malaysia Shared Services (Graduan Awards). We value creativity, growth, and innovation.
Why join us:
- Career growth with an ACCA-approved employer
- Flexi wellness allowance and hybrid work
- Vibrant, smart-casual office environment
- EPF, SOCSO, EIS and ongoing training
- Performance-based bonus, incentives and allowances
What You'll Do:
- Manage escalations and coordinate issue resolution with multiple stakeholders.
- Analyze incident trends to identify root causes and implement proactive measures that reduce recurring issues and improve service stability.
- Drive self‑service and automation initiatives by reviewing usage patterns, recommending enhancements, and improving the IT Service Catalogue.
- Monitor ticket queues to ensure proper assignment, prevent SLA breaches, and maintain high levels of customer satisfaction.
- Lead service improvement initiatives by facilitating discussions, guiding team members, tracking progress, and providing regular updates to leadership.
- Pursue continuous learning and contribute to team capability building.
- Perform in‑depth analysis and reporting, presenting clear insights, recommendations, and proposed changes to management for review and approval.
- Participate in recruitment activities, including interviews and conducting technical and functional assessments. Support onboarding by mentoring and guiding new joiners as needed.
Job Requirements
Who We're Looking For:
- Diploma or Bach
elor's degree in Computer Science, Information Technology, or a related discipline. - Strong working knowledge of IT services, platforms, and technologies that support business operations.
- 6–8 years of experience in IT service and support, with proven exposure to end‑to‑end Service Desk operations.
- Prior experience in team leadership or mentorship within a Service Desk environment, with the ability to guide and support analysts.
- Fluency in Mandarin and Bahasa Malaysia, with the ability to speak, read, and write in both languages to support customers in China and Indonesia.
Ready to grow your career? Join Aspiro and make an impact.
Skills
Company Benefits
Flexi Wellness
Get coverage for medical, dental, optical & health screening in a year.
Time Off-In Lieu (TOIL)
TOIL will be granted for the hours you have worked in excess.
Workplace Diversity
Get to work with a team of young and vibrant workforce from diverse cultures.
Learning and Growth
Enhance your career through a series of trainings across communication, leadership & professional skills.
Professional Membership
Get reimbursement of professional membership fees if you are registered by a professional body relevant to your work nature.
Business Casual Dress Code
Get to dress at your best!
Additional Info
Experience Level
8 - 10 Years of Experience
Career Level
Manager / Team Lead
Company Profile
