Service Desk Team Leader - APAC

Service Desk Team Leader (APAC)

We are seeking an experienced and motivated Service Desk Team Leader to lead our APAC Service Desk function and support the delivery of high-quality IT services across the region.

This role offers an excellent opportunity for a service-oriented IT professional who combines strong leadership capabilities with hands-on technical expertise.

Reporting to the Head of Service Desk, you will be responsible for leading regional service desk operations, driving service excellence, and providing escalation support for complex 2nd and 3rd line technical issues. You will also work closely with Infrastructure, Network, and Security teams globally to ensure the effective delivery of IT support services.

Key Responsibilities

• Lead and oversee the day-to-day operations of the APAC Service Desk, ensuring incidents and service requests are managed effectively and resolved within agreed service levels.
• Act as a senior escalation point for complex technical issues, providing hands-on support where required.
• Drive a high standard of customer service by promoting best practices, monitoring performance, and identifying opportunities for continuous improvement.
• Ensure proactive monitoring of systems, endpoints, and IT assets to minimise service disruption and maintain operational stability.
• Oversee asset management processes, ensuring hardware and software inventories remain accurate, secure, and compliant with organisational requirements.
• Maintain effective communication with end users and stakeholders regarding incidents, maintenance activities, service updates, and planned changes.
• Ensure knowledge management practices are maintained and continuously improved to support efficient and consistent service delivery.
• Collaborate closely with Infrastructure, Network, and Security teams on complex incidents, projects, and service improvement initiatives.
• Support regional technology deployments, office relocations, and major incident activities as required.
• Provide leadership, coaching, and development opportunities for Service Desk team members to support team performance and growth.

Skills and Experience

• Proven experience in a Service Desk Team Leader, IT Support Lead, or Senior Service Desk Analyst capacity.
• Strong leadership and people management skills with experience developing and mentoring technical support teams.
• Excellent communication and stakeholder management skills, with the ability to engage effectively at all levels of the organisation.
• Demonstrated experience delivering high-quality customer service within a fast-paced IT support environment.
• Strong troubleshooting, analytical, and problem-solving capabilities.
• Hands-on experience supporting Microsoft Windows, Microsoft 365, Active Directory, Intune, and enterprise desktop technologies.
• Sound understanding of ITIL principles or similar IT Service Management frameworks.
• Experience working collaboratively with Infrastructure, Network, and Security teams.
• Ability to manage competing priorities while maintaining a focus on service quality and operational excellence.

Why Join Us?

This is an opportunity to join a global organisation and lead a critical regional IT support function. You will work alongside experienced technology professionals across multiple regions, contribute to service improvement initiatives, and play a key role in delivering reliable and customer-focused IT services across APAC.

If you are a hands-on IT leader with a passion for service excellence and team development, we encourage you to apply.

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