Tech Service Desk Lead

**Tech Service Desk Lead** **-** **(**230001S5**)**- Drive collaborative discussions within the team, challenge thought processes, and monitor staff performance and resource utilization by assessing and analysing opportunities to optimize the operational environment.- Review, assess, and provide feedback on support vendor performances via weekly meetings based on the service level agreement and target KPIs.- Consistent collaboration with Command Centre to make sure that Incident Managed Process is followed and monitored rigorously. Specifically, in the event of critical service disruption (both planned and unplanned) escalation and notification.- Works with various internal and external teams and is consistently involved with Server OS patching, SSL/TLS, Active Directory, SQL Database, Confluence, and Jira Service Management.- Drafts and submits yearly financial memos and budget allocation for department purchases (CAPEX/OPEX), including vendor contract negotiations and evaluations.- Participates in various committees such as Operational Health and Safety, Risk & Prevention for Disaster Recovery & Business Continuity Planning, and Employee Engagements.- Foster a healthy and positive environment to ensure team spirit and morale are always high.- Collaborate with internal departments and divisions to streamline complex existing processes and procedures that would promote and drive a better user experience.**Qualifications**- Posses strong relationship management skills with colleagues to be able to work collaboratively with other internal or external groups and user to deliver service improvement projects and digitization initiatives.- Ability to deal with conflicting priorities calmly and effectively.- Excellent communication skills - written, verbal and able to influence at all levels.- Showcased good interpersonal skills for customer relations and building positive rapport with peers and management.- Strong analytical and research skills with ability to make sense of complex and logical problems.- Resourceful, energetic, persevering and able to multi-task independently with confidence in time-critical environment.**Primary Location**: Malaysia-Kuala Lumpur-Kuala Lumpur**Job**: Information Technology**Organization**: MAL E2P - GTS - End User Services (Tech Service Desk) DH**Schedule**: Permanent**Job Posting**: 22-Aug-2023, 10:21:49 PM