PR/160187 | IT Service Desk Team Lead - Regional Support (ERP / Logistics Systems)

Our client is a well-established multinational organization within the logistics and supply chain industry, supporting global operations across multiple regions. They are currently expanding their IT support structure and seeking a capable team lead to oversee regional helpdesk operations. 

Job Responsibilities: - 

• Provide Level 1 application support and troubleshooting for logistics systems (e.g: Warehouse Management System, Freight/Forwarding platforms) and ERP solutions.
• Manage and prioritize incidents within the ticketing system, ensuring SLA compliance.
• Escalate complex cases to Level 2 or relevant technical teams.
• Lead and supervise 24-hour weekday helpdesk operation (shift-based structure)
• Monitor ticket trends, identify root causes and propose operational improvements
• Prepare weekly/ monthly performance and incident reports
• Support Microsoft 365 account administration and user management
• Coordinate with internal stakeholders, global users and vendors as required
• Train and mentor helpdesk team members
• Develop SIPs, user guides and knowledge base documentation 

Job Requirements: 

• Bachelor's degree in IT, Computer Science or related field
• Minimum 4 years of experience in IT helpdesk / Service Desk/ Application Support
• Prior experience in a team lead or supervisory
• Exposure to ERP systems (e.g.: SAP, Microsoft Dynamics, or equivalent)
• Familiarity with IT service management processes (ITL knowledge preferred)
• Strong communication skills in English, Mandarin proficiency is an advantage as need to support China & Taiwan users
• Ability to manage multiple priorities in a fast-paced environment
• Experience supporting logistics or supply chain systems will be an added advantage