Service Desk Team Lead

About Us

Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. The company is committed to the development, production, marketing and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Its products are used worldwide across a range of sectors including transport, construction, mining, materials handling and environmental services providers.

Founded in 1979, the company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. The Hyva Group encompasses more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, with more than 20,000 customers.

 

About The Role

As a Service Desk Team Lead in our brand new Regional Hub / Shared Services Centre (SSC) in Kuala Lumpur, you will have the opportunity to play a role in overseeing the daily operations of the IT service desk, ensuring efficient and effective resolution of IT-related issues and requests.

This role involves managing a team of Service Desk analysts, providing leadership and guidance, and ensuring high levels of customer satisfaction. The Service Desk Lead plays a critical role in maintaining IT service levels and driving continuous improvement initiatives.

 

Your key responsibilities will include but not limited to:

• Team Leadership and Management
  • Supervise, mentor, and manage a team of service desk analysts
  • Allocate and prioritize tasks and workloads among team members
  • Conduct performance reviews, provide constructive feedback, and identify training and development needs
• Incident and Request Management
  • Oversee the logging, tracking, and resolution of incidents and service requests
  • Ensure that incidents and requests are resolved within agreed service level agreements (SLAs)
  • Escalate critical issues to appropriate teams or management as needed
• Service Desk Operations
  • Monitor service desk performance metrics and identify areas for improvement
  • Develop and maintain standard operating procedures (SOPs) for the service desk
  • Implement and maintain knowledge base articles and self-service resources
• Customer Service and Communication
  • Act as the primary point of contact for escalated customer issues
  • Communicate effectively with users to understand their needs and provide status updates
  • Foster a customer-centric culture within the service desk team
• Process Improvement and Documentation
  • Identify and implement process improvements to enhance service desk efficiency and customer satisfaction
  • Ensure accurate and up-to-date documentation of incidents, solutions, and processes
  • Analyze trends in incidents and requests to prevent future occurrences
• Collaboration and Coordination
  • Collaborate with other IT teams, such as infrastructure, network, and application teams, to resolve complex issues
  • Participate in change management processes to assess the impact of changes on the service desk and end-users
  • Assist in IT projects and initiatives, providing support and input from a service desk perspective

 

In this role you will be collaborating with various stakeholders across the business including our Global functions teams in Netherlands & other parts of the world.

Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed. (However, this role will need you to be fully in office / on-site, working based on 24x7 rotating shift)

You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within Service Desk or wider IT functions.

 

About You

To be successful in this role you will have:

• ITIL certified (at least ITIL v4 foundation)
• Proven experience in IT Support (at least 5 years), with a minimum of 2 years in leadership role managing a Service Desk team
• Demonstrated ability to establish and grow new Service Desk teams, including training and mentoring members
• Solid understanding of ITIL frameworks, ITIL service management tools and ticketing systems
• Excellent communication and interpersonal skills
• Ability to work effectively in a startup environment

Language

• Good written and spoken English is essential
• A proficiency in Mandarin Chinese, Japanese, Korean and/or Thai as well as other Asian languages will be an added advantage, however not mandatory

Qualification / Education

Bachelor's Degree in Information Technology / Computer Science, or a related field (or equivalent work experience)

 

What We Offer

• We care about ecology and are truly sustainable. Not only for the environment but also for social resources.
• We have a highly dynamic and very international work environment.
• We have Great Place to Work certified countries!
• We provide a competitive salary which is adjusted on an annual basis in case of good performance.
• We work hybrid and care about your work-life balance.
• You will find nice extras such as various company activities during the year.

 

Diversity, Equity & Inclusion (DEI)

We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.