Team Leader

4 weeks ago

Singapore OPUS IT SERVICES PTE LTD Full time
Roles & Responsibilities

We are looking for a team leader to lead a team of IT Desktop and Helpdesk Engineers. He/She will assist the supervisor in overseeing operations on-site. Location at Science Park.

Description of role

- Assist supervisor in overseeing operations including staffing, scheduling and performance management.

- On-site team lead to ensure SLA/KPI is met.

- Ensure and monitor team quality delivery by having pleasant end-to-end customer experience and a highly efficient off-site remote IT support process.

- Strategize with team in providing increasing ability to resolve requests on first contact.

- Handle escalated customer inquiries and resolve operational issues in a timely manner meeting SLA.

- Assist in developing and implementing operational strategies to enhance IT concierge service efficiency and customer satisfaction.

- Assist in developing and implementing effective knowledge-based process to capture and grow knowledge of current IT application and self-help services.

Requirements:

- With at least 2 years of Team Lead helpdesk experience managing the operations and able to handle a team of 12 members.

- Team lead experience in Tech Bar environment will be an added advantage

- Possess good communication & interpersonal skill

- Successful candidate will need to be cleared CAT 2A

Tell employers what skills you have

Coaching
Management Skills
Asset Management
Leadership
Customer Experience
Interpersonal Skills
Administration
Team Lead
Customer Satisfaction
Team Leader
Customer Service
Scheduling
Performance Management

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