job description
Join Scalable OS, a leading innovator in Information & Communication Technology, as our Service Desk Engineer Team Lead! This is a unique opportunity to lead a high-performing technical support team in a permanent work-from-home (WFH) setup with a night shift schedule, offering flexibility and work-life balance while delivering exceptional IT support to global clients.
As the Service Desk Engineer Team Lead, you will oversee a team of IT professionals, ensuring seamless incident resolution, efficient ticket management, and continuous improvement of service desk operations. This role is perfect for a tech-savvy leader who thrives in a dynamic, remote environment and is passionate about driving operational excellence in IT support.
Based in Bali, Indonesia (with target locations including Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung), you’ll enjoy the benefits of remote work while contributing to a global team. Scalable OS values innovation, collaboration, and professional growth, offering competitive compensation, career development opportunities, and a supportive work culture.
If you’re a problem-solver with strong leadership skills and a passion for IT service management, we’d love to hear from you!
Responsibility
- Lead and mentor a team of Service Desk Engineers to ensure timely and effective resolution of IT support tickets.
- Monitor and manage incident queues, escalating complex issues to higher-tier support teams as needed.
- Develop and implement service desk best practices, including SLAs, KPIs, and performance metrics.
- Collaborate with cross-functional teams to improve IT service delivery and customer satisfaction.
- Conduct regular team meetings, performance reviews, and training sessions to enhance team skills.
- Ensure compliance with ITIL frameworks and company policies in all service desk operations.
- Analyze trends in support tickets to identify recurring issues and propose preventive solutions.
- Provide hands-on technical support for critical incidents when required.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 3-5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.
- Strong knowledge of ITIL processes, ticketing systems (e.g., ServiceNow, Zendesk), and remote support tools.
- Excellent problem-solving skills and the ability to manage high-pressure situations in a night shift environment.
- Proficiency in troubleshooting hardware, software, and network issues in a Windows/Linux environment.
- Exceptional communication and interpersonal skills, with fluency in English.
- Experience working in a remote or distributed team is a plus.
- Certifications such as ITIL v4, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator are highly desirable.