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IT Service Desk Manager

2 months ago

Singapore JOBLINE RESOURCES PTE. LTD. Full time
Job Summary

Jobline Resources PTE. LTD. is seeking an experienced IT Service Desk Manager to lead our service delivery team. As a key member of our operations team, you will be responsible for overseeing the delivery of IT services, ensuring they meet established service quality standards.

Key Responsibilities
  • Oversee the delivery of IT services, ensuring they meet established service quality standards.
  • Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders.
  • Lead the team to perform service recovery in the event of issues.
  • Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/medical leave.
  • Mentor, provide guidance and support to the Service Desk team.
  • Lead and develop the service desk team, including hiring, training, and performance evaluations.
  • Ensure the team knows how to use the provided ESM tool (e.g., ServiceNow) effectively for ticket management and service delivery.
  • Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.
  • Identify and implement improvements along with updating of documentation for service desk processes and procedures.
  • Foster a customer-centric culture within the team, emphasizing excellent customer service.
  • Attend regular meetings with the EDX Team and prepare weekly and monthly reports.
  • Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
  • Provide suggestions to the EDX team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
  • Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
  • Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
Requirements
  • Degree in Computer Science, Information Technology, or a related field.
  • Prior experience in a service delivery or IT management role within a corporate environment.
  • Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.
  • Strong understanding of end-user computing devices, M365 applications, network, endpoint protection, and Video Conferencing/AV solutions will be an advantage.
  • Proficiency in using ESM tools such as ServiceNow.
  • Excellent leadership, team, and stakeholder management skills.
  • ITIL 4 Foundation Certification.
  • ITIL 4 Intermediate/Expert preferred.
  • Project Management Professional (PMP) or similar will be an added advantage.