IT Service Desk Manager

3 weeks ago

Singapore ENGGSOL PTE. LTD. Full time
Roles & Responsibilities

Lead and oversee IT support operations across multiple clients. This role requires a highly organized and customer-focused leader with experience in managing IT service desks within a Managed Service Provider (MSP) or a multi-client environment. The ideal candidate will ensure efficient incident resolution, service delivery, and continuous improvement, meeting Service Level Agreements (SLAs) for diverse clients.

Key Responsibilities:

Multi-Client IT Service Desk Operations:

  • Manage and oversee IT service desk operations for multiple clients, ensuring SLAs and KPIs are consistently met.
  • Prioritize and assign tickets based on impact, urgency, and contractual agreements.
  • Ensure seamless communication and coordination between internal teams and client representatives.
  • Maintain a centralized service desk system, ensuring proper documentation of incidents and resolutions.
  • Implement ITIL best practices for incident, problem, and change management. Client Relationship Management:
  • Act as the primary point of contact for client escalations and service reviews.
  • Conduct regular client meetings to discuss service performance, improvements, and upcoming IT needs.
  • Develop and maintain strong relationships with key stakeholders in each client organization.
  • Identify opportunities for additional service offerings based on client needs. Team Leadership & Development:
  • Lead and mentor a team of service desk analysts and technicians.
  • Provide training, coaching, and professional development to ensure high performance.
  • Foster a culture of customer service excellence and continuous improvement.
  • Manage workforce planning to ensure adequate coverage for all clients. Process Improvement & Reporting:
  • Analyze service desk performance metrics and generate reports for internal and client stakeholders.
  • Identify trends in incidents and recommend proactive measures to reduce recurring issues.
  • Implement automation and self-service solutions to enhance efficiency.
  • Drive continuous process improvement initiatives to optimize service delivery.

Requirements:

  • Education: Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
  • Experience: Minimum 5+ years in IT support, with 2+ years in a service desk management role in an MSP or multi-client environment.
  • Strong understanding of IT Service Management (ITSM) frameworks (e.g., ITIL v3/v4).
  • Hands-on experience with IT service desk tools (e.g., ServiceNow, BMC Helix, etc).
  • Proven ability to manage SLAs and ensure consistent service delivery across multiple clients.
  • Excellent troubleshooting skills and technical knowledge of IT infrastructure, software, and networking.
  • Strong communication and relationship-building skills to manage multiple stakeholders.
  • ITIL v3/v4 Foundation or higher certification.
  • Cloud computing experience, including administration of Microsoft Azure, AWS, or Google Cloud.
  • Certifications such as Microsoft Certified: Azure Administrator Associate (AZ-104), AWS Certified Solutions Architect, or Google Cloud Associate Engineer are a plus.
Tell employers what skills you have

Microsoft Azure
IT Service Management
Leadership
ITSM
AWS
Service Desk
Service Level Management
Google Cloud
ITIL
ServiceNow
Service Delivery
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