- Autonomy to make key decision relating to IT Services across the Region
- Team leadership role
About the company
Our Client is an established company with offices across the globe. As part of their expansion plan in Singapore, they are now hiring for a IT Service Delivery Manager / IT Support Manager / Helpdesk Manager/ EUC Manager to join their team.
...
About the job
Reporting directly to the Global Head of IT, your role involves:
- Manage and mentor a team of helpdesk technicians, providing guidance, training, and performance evaluations.
- Monitor and analyze helpdesk performance metrics to identify areas for improvement and implement corrective actions.
- Manage the helpdesk ticketing system, ensuring all tickets are logged, tracked, and resolved within established SLAs
- Handle escalated customer issues and ensure they are resolved promptly and to the customer's satisfaction.
- Proactively engaging on all high priority incidents, identify under-reported issues and flag potential. This includes reviewing closed tickets are closed with root cause analysis and preventive action pitfalls. This includes conducting period (weekly and monthly) service operation meetings
- Develop and implement service delivery processes, best practices, and SLAs to enhance internal user satisfaction and operational efficiency.
- Collaborate with cross-functional teams to resolve complex technical issues and ensure timely resolution.
- Enhancing IT processes and workflows pertaining to incidents, significant escalations, service request management, change management, asset management, and problem management
- Identifying areas for process improvement and drive initiatives to enhance the overall customer support experience.
Skills and experience required
As a successful applicant, you will have at least 8 years of experience in IT Helpdesk. At least 4 years of experience managing a team. Provide track record in managing external vendors is required for this role.
Experience with Cyber Security and Office 365 will be highly preferred.
Whats on offer
This is an excellent opportunity to join a established company as their in-house IT Service / Helpdesk Manager. You will get the opportunity to lead a team and make key decision for IT Services across the region.
To apply online please use the 'apply' function, alternatively you may contact Hoon Teck TAN. (EA: 94C3609/ R1219669)