Technical Support Services Manager

4 weeks ago


Singapore ITCAN PTE. LIMITED Full time
Job Summary:

We are seeking an experienced Technical Support Services Manager to join our team at ITCAN PTE. LIMITED. This is a leadership role that requires strong technical skills, excellent communication and coaching abilities, as well as experience in managing Service Desk teams.

The successful candidate will have a minimum of 3 years of end-user support experience, with at least 3 years of experience leading a Service Desk team of 15 agents or more. They will also possess in-depth technical knowledge of computing devices, Windows Operating Systems, Active Directory, and Microsoft Office applications.

Key Responsibilities:

1. Manage and lead the Service Desk team to provide 1st level technical support and ensure that client inquiries are promptly attended to.
2. Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
3. Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.
4. Report to SD managers on any issue that could significantly impact the SLA and recommends action plan.
5. Take overall responsibility for incident management and request fulfillment (if any).
6. Ensure staffs take ownership of user's incidents and be proactive when dealing with user's incidents.
7. Ensure all calls and emails are logged in the Service Desk logging system as per operating procedure.
8. Allocate more complex calls and emails to the relevant IT Support member.
9. Arrange for external technical support where problems cannot be resolved within L1.
10. Manage Service Quality Assessment and Coach the agents on proper handling approaches.
11. Provide Domain Briefing/ Training to new joiners.
12.Able to front Service Desk to stakeholders for clarification and enquiries.

Required Skills and Qualifications:

The ideal candidate will possess:
• A minimum of 3 years of end-user support experience
• At least 3 years of experience leading a Service Desk team of 15 agents or more
• In-depth technical knowledge of computing devices, Windows Operating Systems, Active Directory, and Microsoft Office applications
• Excellent communication and coaching abilities
• Experience in situational management and gap analysis
• Ability to manage complaints, identify training needs, and coach SD agents
• Experience in Service Level Agreement (SLA) Reports and identifying Service Improvement Opportunities

Benefits:

We offer a competitive salary of SGD $80,000 - $100,000 per annum, depending on experience, as well as opportunities for career growth and professional development.

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