IT Service Desk Manager

2 weeks ago

Singapore beBeeCustomer Full time $4,000 - $6,000
Service Desk Support Specialist

The primary function of this role is to manage the service desk operations, ensuring excellent customer service delivery across all touch points.

  • Manage the daily activities of the service desk team and prioritize tasks based on urgency and importance.
  • Serve as a key point of contact for customer inquiries and requests, resolving issues efficiently and escalating when necessary.
  • Collaborate with IT teams and vendors to provide timely and accurate advice to customers.
  • Lead incident resolution efforts by leveraging experience with ServiceNow ITSM and CSM platforms.

Key Responsibilities:

  • Operational Management: Oversee service desk operations, including delivering exceptional customer service, resolving customer inquiries and requests, and escalating when necessary.
  • Collaboration: Collaborate with IT teams and vendors to provide timely and accurate advice to customers.
  • Incident Resolution: Lead incident resolution efforts, utilizing experience with ServiceNow ITSM and CSM platforms.
  • Reporting: Ensure all incident root cause analysis and downtime resolutions are tracked and reported, providing updates to relevant stakeholders.

Key Skills and Qualifications:

  • Strong Communication and Interpersonal Skills
  • Experience in Service Desk Operations Management
  • Proficiency in ServiceNow ITSM and CSM Platforms

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