Service Desk Leader

The Service Desk Lead manages the Service Desk team to deliver timely and effective service support. This role ensures ITIL-compliant operations, continuously improves service quality and customer satisfaction. The Service Desk Lead also oversees recruitment, onboarding, and training of team members, while maintaining deep knowledge of IT systems and services.

1. Team Leadership & Development

• Lead, coach, and mentor Level 1/2 support staff to ensure performance and growth.

• Plan and execute recruitment, onboarding, and training programs for new Service Desk agents.

• Conduct regular performance reviews, skill gap analysis, and career development planning.

2. Service Desk Operations

• Manage daily operations of the IT Service Desk, ensuring SLA compliance and customer satisfaction.

• Act as escalation point for complex incidents and service disruptions.

• Monitor and report key performance indicators (KPIs) including FCR, SLAs, and user feedback.

3. Process & Tool Ownership

• Drive adoption and improvement of ITIL-aligned processes (incident, request, escalation, change).

• Own ITSM platform configuration (e.g., ServiceNow, Jira) and maintain accurate service documentation.

• Promote use of self-service portals, knowledge base articles, and automation to reduce ticket volume.

4. System & Service Understanding

• Maintain in-depth understanding of core systems and services.

• Work closely with operation and technical teams to ensure seamless support.

• Support service stages and ensure readiness of Service Desk team.

5. Vendor & Stakeholder Management

• Manage third-party support vendors and ensure SLA adherence.

• Collaborate with business units to align support services with operational needs.

6. Compliance & Continuous Improvement

• Ensure compliance with ITIL, ISO20000, security standards and audit requirements.

• Analyze support trends, conduct root cause analysis, and implement service improvements.

REQUIREMENTS

Education & Certifications:

• Bachelor’s degree in Information Technology or related field.

• 5+ years in service desk roles, with 2+ years in a leadership/managerial capacity.

• ITIL Knowledge (required); ITIL certified is an advantage.

Experience:

• Experience in managed services, ITIL practices

• Experience in team recruitment, training, and development.

• Solid knowledge of IT industy and systems

Skills:

• Strong leadership and people management skills.

• Excellent communication and incident/problem-solving abilities.

• Familiarity with ITSM platforms and asset management tools.

• English fluently

BENEFITS

• Package 14 salary months

• Extra package per year

• Young and dynamic working environment.

• Continuous development of hard and soft skills through work and professional training.

• Opportunity to approach the newest technology trends

• Exciting leisure: sports and art events, football club, family day…

• The company’s labor policy is completely pursuant to Vietnamese labor legislation plus other benefits offered by the company (Company trip, Holidays, etc.)