Service Desk Team Lead

Job Title: Service Desk Team Lead

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com

Role Overview

We are seeking a proactive and customer-focused Service Desk Team Lead with strong technical and operational expertise to oversee L1 support operations. The role is responsible for managing a team of Service Desk Agents, ensuring timely resolution of incidents and service requests, and delivering high-quality customer experience aligned with organizational SLAs and ITIL processes.

Key Responsibilities

• Act as the primary escalation point for all critical and high-priority IT incidents.

• Lead and manage Service Desk (L1) operations across calls, emails, chat, and ticketing platforms.

• Monitor, manage, and ensure adherence to SLA/OLA targets (response, resolution, backlog).

• Oversee ticket logging, classification, prioritization, and triaging in tools such as ServiceNow.

• Manage workload distribution, ensuring optimal utilization of team members.

• Drive incident resolution and service request fulfilment, ensuring high customer satisfaction.

• Collaborate with L2/L3 support teams for timely escalation and resolution.

• Conduct regular team reviews, coaching, and performance management.

• Ensure proper documentation of incidents, resolutions, and knowledge articles.

• Analyse trends, identify recurring issues, and drive continuous service improvement initiatives.

• Manage shift rosters and resource planning in a 24x7 environment.

• Ensure compliance with ITIL processes, audit, security, and operational standards.

• Provide MIS reports, dashboards, and service insights to stakeholders and leadership.

• Participate in shift-based operations, including weekends/holidays if required.

• Working onsite is a mandatory requirement. The work location is in Bukit Jalil.

• Required Skills & Competencies

• Technical Skills

• Strong knowledge of:

• Windows OS / Mac OS

• Microsoft 365 (Outlook, Teams, Office applications)

• Active Directory & user administration

• Networking basics (VPN, LAN/Wi-Fi, DNS)

• Experience with ITSM tools (ServiceNow preferred)

• Good understanding of ITIL processes (Incident, Request, Problem, Change)

• Leadership & Functional Skills

• Strong team management and leadership capability

• Experience in SLA management and service delivery governance

• Excellent communication and sta