Service Desk Team Lead

Nufarm. Evolving Ag. Nufarm is a global crop protection and seeds technologies company that helps farmers and businesses meet the global challenges of food, feed, fibre and food production. Whether it's commercialising the world's first plant-based omega-3, launching precision agricultural solutions, unlocking biomass oils for more sustainable fuels and fast-moving consumer goods, introducing innovative crop protection solutions, or delivering the crop and seed solutions farmers depend on every day, Nufarm is evolving with agriculture to drive value for customers. Lead Service Excellence on a Global Scale We're looking for an experienced Service Desk Team Lead to join our Global Enterprise IT team based in Malaysia. This is an exciting opportunity to lead a team of Service Desk Analysts supporting users across APAC, Europe, and the Americas, ensuring every interaction delivers a high-quality and customer-focused experience. As the first point of leadership within the service desk function, you'll play a key role in driving operational excellence, coaching team members, managing escalations, and ensuring service performance targets are consistently achieved. If you're passionate about developing people, improving service delivery, and creating exceptional user experiences, we'd love to hear from you. The advert structure follows the standard Nufarm template. citeturn1search2 How You'll Help Us Grow Lead and coordinate a global Service Desk team, managing rosters and shift coverage across multiple time zones. Drive performance against key service metrics including SLA attainment, First Contact Resolution (FCR), Customer Satisfaction (CSAT), ticket quality, and Mean Time to Resolve (MTTR). Act as the first escalation point for complex, sensitive, or high-impact incidents. Coach, mentor, and develop Service Desk Analysts, supporting onboarding, capability building, and consistent service delivery. Monitor ticket queues and workloads, ensuring requests and incidents are prioritised and resolved efficiently. Identify recurring issues and service improvement opportunities, contributing to problem management and knowledge management initiatives. Build strong relationships with IT stakeholders, regional support teams, and external partners to deliver reliable and effective support services. Could This Be You? You are a people-focused IT support leader who combines strong operational discipline with a passion for customer service and team development. You enjoy working in a fast-paced global environment and are motivated by helping both users and team members succeed. What You'll Bring Essential: Demonstrated experience leading or supervising a Service Desk or first-line IT support team. Strong understanding of incident and request management within an SLA-driven environment. Proven experience coaching and developing team members while managing team workloads and coverage. Excellent communication, stakeholder management, customer service, and escalation handling skills. Ability to manage competing priorities and drive performance in a global support environment. Desirable: ITIL Foundation certification (or higher). Experience using ITSM tools such as Freshservice. Experience producing and analysing service performance reports and metrics. Previous experience supporting users across multiple regions and time zones. Why Join Nufarm? At Nufarm, you'll have the opportunity to make a meaningful impact within a truly global organisation. You'll work alongside talented colleagues, contribute to continuous improvement initiatives, and help shape the future of IT service delivery while supporting a business that is helping evolve agriculture worldwide. Nufarm is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit, and business needs. We are committed to creating an inclusive environment for all employees. Apply today and be part of our journey to shape the future of agriculture.