Responsibilities

  • Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards. 
  • Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team. 
  • Leads the team to perform service recovery in the event of issues. 
  • Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover those on leave. 
  • Mentor, provide guidance and support to the Service Desk team. 
  • Lead and develop the service desk team, including hiring, training, and performance evaluations. 
  • Ensure the team knows how to use the provided ESM tool (e.g., ServiceNow) effectively for ticket management and service delivery. 
  • Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow. 
  • Identify and implement improvements along with updating of documentation for service desk processes and procedures. 
  • Foster a customer-centric culture within the team, emphasising excellent customer service. 
  • Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports. 
  • Suggest and implement service improvement plans to enhance service delivery and employee satisfaction. 
  • Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current. 
  • Stay relevant with industry trends and best practices, integrating them into the service delivery strategy. 
  • Adhere to ITIL processes and frameworks, ensuring best practices in IT service management. 

Requirements

  • Degree in Computer Science, Information Technology, or a related field. 
  • Prior experience in a service delivery or IT management role within a corporate environment. 
  • Strong background in managing and leading IT Service Desk operations and teams for at least 3 years. 
  • Strong understanding of end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage 
  • Proficiency in using ESM tools such as ServiceNow.
  • Excellent leadership, team and stakeholder management skills.
  • ITIL 4 Foundation Certification 
  • ITIL 4 Intermediate / Expert preferred 
  • Project Management Professional (PMP) or similar will be an added advantage. 


Shortlisted candidate will be offered a 1 year Agency Contract employment.