job description
Join HCLTech, a global leader in technology services and digital transformation, as our Service Desk Team Lead in the breathtaking island of Bali! This is your opportunity to lead a high-performing IT support team while enjoying the perfect blend of professional growth and tropical lifestyle in one of Southeast Asia's most vibrant tech hubs.
As the Service Desk Team Lead, you'll be at the forefront of our IT support operations, ensuring seamless service delivery to our global clients. You'll manage a team of IT professionals, drive process improvements, and maintain the highest standards of technical support in a dynamic, fast-paced environment. This role is perfect for a seasoned IT support specialist looking to take the next step in their career while working in Bali's thriving digital nomad community.
HCLTech offers a competitive compensation package, comprehensive benefits, and the unique opportunity to work in some of Bali's most desirable locations including Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung. You'll enjoy a flexible work environment, professional development opportunities, and the chance to collaborate with talented professionals from around the world.
If you're passionate about IT service management, team leadership, and want to advance your career in one of the world's most beautiful locations, we want to hear from you! Apply now and take your IT career to new heights with HCLTech in Bali.
Responsibility
- Lead and mentor a team of IT support specialists to deliver exceptional service desk operations
- Oversee incident management, problem resolution, and service request fulfillment
- Develop and implement service desk policies, procedures, and best practices
- Monitor service desk performance metrics and implement continuous improvement initiatives
- Act as escalation point for complex technical issues and coordinate with other IT teams
- Ensure SLA compliance and maintain high customer satisfaction ratings
- Conduct regular team meetings, performance reviews, and training sessions
- Collaborate with IT leadership to align service desk operations with business objectives
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field
- Minimum 5 years of IT support experience with at least 2 years in a leadership role
- Strong knowledge of ITIL framework and service management best practices
- Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, Jira)
- Excellent problem-solving and analytical skills with a customer-centric approach
- Proven ability to manage and motivate a team in a fast-paced environment
- Strong communication skills in English (both written and verbal)
- Certifications such as ITIL v4, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator are a plus