Support Desk Lead

4 days ago

Ho Chi Minh City, Ho Chi Minh, Vietnam New Ocean IS Co., Ltd. Full time

Key Responsibility

  • We are seeking a Support Desk Lead to oversee the end-to-end support process, ensuring seamless collaboration between customers, Support, QA, and Development teams.
  • The ideal candidate will manage ticket triage, enforce SLA compliance, and serve as the primary point of contact for customers during scheduled sessions.
  • Lead and oversee the support desk process, ensuring timely and effective ticket handling.
  • Act as the bridge between Support agents, Development, and QA teams.
  • Sort, classify, and prioritize incoming tickets based on severity and business impact.
  • Assign tickets to the appropriate developers/QA and follow up to ensure resolution.
  • Track ticket progress and monitor SLA compliance (e.g., 24-hour initial response per contract).
  • Identify and mitigate risks of backlog, delays, or repeated issues.
  • Directly participate in customer meetings to clarify issues, provide updates, and ensure customer satisfaction.
  • Mentor and guide support agents, enabling them to handle more complex issues.
  • Propose process improvements and optimize support workflows.

Qualification Requirements​Technical Skills

  • 3+ years of experience in IT Support, Service Desk, or Software Application Support (at least 1 year in a lead or coordinator role). Strong knowledge of ticketing systems (e.g., Jira, Zendesk, ServiceNow).
  • Experience enforcing SLAs and managing cross-team communication.
  • Excellent organizational, prioritization, and multitasking skills.
  • Strong English communication skills (both written and verbal) for direct customer interaction.

Working Hours

  • Morning shift: 9:00 AM – 12:00 PM
  • Evening shift: 9:00 PM – 12:00 AM (directly meeting with customers)

Personal Skills

  • Background in software development or QA is a plus
  • Leadership mindset with the ability to guide and support junior support agents.

Compensation & Benefits​Insurance & Salary

  • Vietnam labor regulations
  • Healthy Insurance
  • Competitive and high salary
  • Review salary twice a year (April and October (exceptional))
  • 13th month-salary
  • Reward of the end the year
  • Raised on for achieving English and Technical certificates

Career Development & Training

  • Career Path clearly
  • Projects in many domain
  • Everyone is willing to support each other.
  • Trained soft skills and SCRUM/Agile
  • Taking part in a clear, pre-defined training path along the career path on Microsoft Learning platform, PluralSight, etc.
  • Evaluating skill progress via courses' exams
  • Utilize unlimited courses on training platforms to broaden your own knowledge and competency
  • Real environment provided (Cloud credit, software/tools licenses, etc.) for R&D and practice

Extra Activities

  • Office happy hours, Teambuilding, Company trip, Wedding, Birthday, …
  • Sport clubs: soccer, badminton, games, …

Application Process

  • Only one – round:
     about 90 minutes (HR and Technical Department);
  • Interview Address: 51 Hoang Viet, Tan Binh, Ho Chi Minh

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