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Technical Customer Support Lead

3 weeks ago

Singapore beBeeCustomer Full time $900,000 - $1,200,000
Job Title:

Service Desk Manager

Job Description:

Customer Service Expertise:

  • Manage a team to deliver top-notch customer service, ensuring timely resolution of client inquiries.
  • Provide 1st level technical support and answer support queries via phone, email, or remote desktop tools.
  • Act as a further escalation point for unresolved cases and promote the customer service ethic to maintain high customer satisfaction.
  • Report on issues impacting business operations and take responsibility for incident management and request fulfillment.
  • Ensure staff takes ownership of user problems and logs all calls and emails in the Service Desk system.
  • Allocate complex calls to relevant IT Support members and arrange external technical support when necessary.
  • Manage Service Quality Assessment and coach agents on proper handling approaches.
  • Provide Domain Training to new joiners.

Key Responsibilities:

  • Lead a service desk team to provide exceptional customer experience.
  • Develop and implement effective customer service strategies.
  • Collaborate with cross-functional teams to resolve complex issues.
  • Conduct regular performance reviews and provide coaching and development opportunities.

Requirements:

  • 7 years end-user support experience, desktop or technical service desk.
  • 5 years experience leading a service desk team.
  • In-depth technical skills in Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
  • Familiar with Service Desk day-to-day Operations.
  • Preferably with ITIL 4 Foundation certification.
  • Experience in Situational Management, Gap Analysis, Productivity, Call/Incident Trending, Complaints, SLA Reports, Service Improvement Opportunities.

What We Offer:

  • A dynamic work environment that fosters growth and development.
  • Opportunities to collaborate with experienced professionals.
  • Competitive compensation and benefits package.
  • Professional training and development programs.

Join Our Team:

  • As a Service Desk Manager at our organization, you will be part of a diverse and talented team dedicated to delivering exceptional customer experiences.
  • You will have the opportunity to develop your leadership skills and advance your career in a fast-paced and dynamic environment.