APAC Service Desk Manager

1 week ago

Singapore KOS SG PTE. LTD. Full time
Roles & Responsibilities

Our client is seeking a dynamic and results-driven Regional Service Desk Manager to lead and manage our regional IT support teams. The ideal candidate will have a proven track record in IT service management, exceptional leadership abilities, and a strong focus on end-user satisfaction. In this role, you will oversee the delivery of efficient and effective IT support services, ensuring optimal performance, service quality, and resolution of IT-related issues across multiple locations within your region


Key Responsibilities:


Leadership & Team Management:

  • Lead, mentor, and motivate a team of service desk professionals across multiple regional sites.
  • Conduct regular one-on-one meetings, performance reviews, and training sessions to ensure staff development and high performance.
  • Foster a collaborative and positive team culture focused on continuous improvement, customer service excellence, and problem-solving

Service Desk Operations:

  • Oversee daily service desk operations to ensure timely and effective resolution of all IT incidents, service requests, and escalations.
  • Ensure adherence to defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Develop and enforce standard operating procedures (SOPs) for efficient service desk operations.

Incident & Problem Management:

  • Coordinate incident management to ensure that issues are identified, resolved, and documented in a timely manner.
  • Perform root cause analysis for recurring incidents and work with other IT teams to implement permanent fixes.
  • Ensure issues are escalated appropriately and follow-up actions are taken for critical incidents.

Process Improvement & Efficiency:

  • Identify areas for improvement in service desk processes, tools, and workflows.
  • Drive continuous improvement initiatives to enhance the quality and efficiency of service desk support.
  • Collaborate with other IT departments and stakeholders to implement process improvements and optimize service delivery.

Customer Satisfaction & Reporting:

  • Monitor and manage customer satisfaction levels by gathering feedback, tracking performance metrics, and implementing corrective actions when necessary.
  • Produce and present regular reports on service desk performance, including metrics, trends, and root causes of major incidents.
  • Act as a point of escalation for high-priority or complex issues, ensuring they are resolved in a timely manner.

Collaboration & Stakeholder Engagement:

  • Work closely with IT teams, business units, and external vendors to ensure alignment and a seamless user experience.
  • Liaise with business leaders to understand IT service needs, providing recommendations and support as necessary.
  • Ensure the regional service desk is aligned with overall corporate IT strategies and initiatives.

An ideal candidate would possess:

  • More than 5 years of experience in IT Helpdesk/Service Desk, with at least 2 years in a managerial or supervisory capacity.
  • Experience managing a regional or multi-site IT support team is preferred.
  • Strong understanding of ITIL (Information Technology Infrastructure Library) best practices and frameworks.
  • Experience in BMC and ServiceNow would be a plus
  • Experience in PowerBI for data reporting and analysis would be a plus.
  • Excellent leadership, coaching, and team management skills.
  • Strong problem-solving and decision-making abilities, with a focus on operational efficiency.
  • Exceptional written and verbal communication skills, with the ability to communicate technical information to non-technical stakeholders.
  • Strong customer service orientation and interpersonal skills.

Other benefits that you would expect in the environment:

  • Hybrid work arrangement
  • Good benefits and insurance coverage
  • Great working environment with local and regional team to work with
  • Multinational company structure with autonomy and room to grow

If you are interested, click APPLY or email me your resume at felicia.romli@kos-intl.com

Let's speak so then I can share more about this interesting opportunity.


Felicia Romli (R1872446)

KOS International

EA License No. 23S1522


Tell employers what skills you have

Service Orientation
IT Service Management
Leadership
Process Improvement
Service Level
Stakeholder Engagement
Problem Management
Service Desk
Team Management
Customer Satisfaction
ITIL
Customer Service Excellence
Staff Development
Incident Management
Service Delivery

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