Technical Service Lead

Role Overview

We are seeking an experienced Technical Service Lead to oversee day-to-day IT service delivery in a managed services environment. This onsite role is responsible for service quality, operational governance, and team performance, and acts as the primary escalation point for high-severity technical issues before Service Delivery Manager involvement.

The ideal candidate combines strong hands-on technical capability with service management discipline, asset governance expertise, and the ability to guide on-site engineers to deliver consistent, SLA-compliant services.

Key Responsibilities

Service Delivery and Operations

• Lead and coordinate daily technical operations to ensure services are delivered in accordance with agreed SLAs and operational standards
• Act as the first point of escalation for complex or critical technical incidents and drive timely resolution
• Monitor ongoing and completed tasks to ensure adherence to SOPs, quality benchmarks, and customer requirements
• Perform regular operational reviews to identify risks, gaps, and improvement opportunities

Team Leadership and Governance

• Guide and support on-site engineers through coaching, technical guidance, and performance feedback
• Organize regular team briefings and technical knowledge-sharing sessions to strengthen service readiness
• Track team attendance, deployment, and daily activities
• Support performance reviews and contribute to continuous improvement plans

Service Quality and Continuous Improvement

• Work closely with Service Delivery Managers, Service Desk teams, and resolver groups to improve service quality
• Analyze service trends and propose enhancements to processes, tools, and delivery approaches
• Recommend suitable technologies and solutions to meet current and future business needs

Reporting and Stakeholder Engagement

• Prepare and submit regular operational and service performance reports to management and customers
• Maintain clear communication on service status, risks, and improvement initiatives

IT Asset Management (Core Focus)

• Lead daily IT Asset Management operations, ensuring accurate tracking, ownership, and documentation
• Oversee asset lifecycle activities including receipt, tagging, deployment, movement, recovery, and disposal
• Conduct regular asset audits, reconciliation checks, and discrepancy investigations
• Drive improvements to asset management processes, controls, and governance to enhance audit readiness and operational efficiency

Requirements

Qualifications

• Diploma or Bachelor’s Degree in Information Technology, Information Systems, Computer Science, Business IT, or related disciplines
• ITIL v3 or v4 Foundation certification is an advantage

Experience

• Minimum 5 years of experience in IT outsourcing or managed services environments
• Proven experience supporting EUC and workplace services operations

Technical Knowledge

• Strong hands-on knowledge of End User Computing, Windows OS, and enterprise desktop environments
• Experience with endpoint management platforms such as Intune, SCCM, and Windows Update for Business
• Solid understanding of IT Service Management processes
• Strong working knowledge of IT Asset Management lifecycle and controls
• Familiarity with scripting or automation tools such as PowerShell is advantageous

Core Competencies

• Strong customer service mindset with a proactive approach to issue resolution
• Good leadership and communication skills, both written and verbal
• Analytical and problem-solving abilities with the capability to resolve issues efficiently
• Organized, accountable, and able to operate in fast-paced operational environments

Other Requirements

• Willingness to support a 24×7 standby or on-call arrangement

Please send your detailed resume in MS Word format to [email protected] with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability