Service Desk Leader
Salary: Rp 8.000.000 – Rp 10.000.000 per month
About the role
The Service Desk Leader will lead and coordinate the Service Desk team for an enterprise customer environment. You will be responsible for daily service desk operations, team performance, SLA achievement, ticket monitoring, escalation handling, reporting, and communication with customer and regional IT stakeholders.
Key responsibilities :
Lead and supervise the Service Desk team in daily operations
Monitor ticket volume, SLA performance, backlog, aging tickets, and escalation
Ensure incidents and service requests are properly logged, categorized, assigned, followed up, and resolved
Coordinate with Level 2, Level 3, application, infrastructure, and other support teams when required
Handle escalated or critical user issues professionally
Monitor individual engineer performance and workload distribution
Conduct regular team briefing and performance review
Prepare weekly and monthly Service Desk reports
Present Service Desk performance, SLA, major incidents, backlog, and improvement actions during customer or regional IT meetings
Identify recurring issues and propose corrective or improvement actions
Requirement :
Minimum Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field
Minimum 3 years of experience in IT Service Desk / IT Support, preferably with leadership or team coordination responsibility
Experience leading or supervising a Service Desk / IT Support team is highly preferred
Good understanding of Incident Management, Service Request Management, SLA monitoring, ticket escalation, ticket backlog and aging, Major Incident handling, and Basic Problem Management
Familiar with IT Service Management / ITIL concepts
Able to prepare and analyze Service Desk performance reports
Good knowledge of Microsoft Excel; able to work with Pivot Table, COUNTIF/COUNTIFS, Lookup functions, and basic reporting
Strong leadership, communication, problem-solving, and customer-handling skills
Able to work under pressure and manage multiple priorities
Good spoken English is mandatory for professional situations including monthly regional IT meetings, presenting Service Desk KPI and SLA performance, explaining incidents and SLA breaches, providing corrective action plans, and responding to questions from regional stakeholders