IT Service Delivery Manager
7 days ago
About the Role
Rayton Solutions PTE. LTD. is seeking an experienced IT Service Delivery Manager to oversee the daily operations of our IT Service Desk.
Key Responsibilities
- Assist the Ops Manager in overseeing the delivery of IT services and ensuring that established SLAs and service quality standards are met.
- Lead a team of Service Desk engineers to provide L1 and L2 on-site / remote IT support for approximately 200 VIP users, including providing dedicated support and being available for after-hours VIP support with advanced notice.
- Update the EDX team on daily manpower movement within the Service Desk team, lead and supervise Service Desk engineers, and ensure adherence to established processes and best practices within the IT Service Desk playbook.
- Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex technical issues, and foster a positive team environment promoting excellent customer service and continuous improvement.
- Monitor and manage all ESM tickets and appointment systems, ensuring Service Desk engineers meet SLAs, and balance workloads among the team.
- Escalate company-wide incidents or user dissatisfaction to the EDX team in a timely manner and provide knowledge sharing on desktop problems encountered during work, updating solutions in the playbook for reference and self-service troubleshooting by clients.
- Track frequent complaints via employee feedback to identify areas for improvement, work with the Ops manager to update the IT Service Desk playbook, and assist in implementing service improvement plans approved by the EDX team.
- Stay relevant with industry trends and best practices, integrating them into the service delivery strategy, and adhere to ITIL processes and frameworks to ensure best practices in IT service management.
Requirements
- Degree in Computer Science, Information Technology, or a related field preferred, or Diploma in Computer Science, Information Technology, or a related field.
- Prior experience in managing IT Service Desk daily operations and teams for at least 3 years, with expertise in macOS, iOS device management, and troubleshooting, as well as Microsoft 365 applications and services, and Microsoft Azure.
- Strong leadership skills, communication and interpersonal skills, problem-solving abilities, time management and multitasking skills, high level of customer service orientation, and ability to work in a fast-paced environment.
Salary Estimate
The estimated salary range for this role is $90,000 - $120,000 per annum, depending on qualifications and experience.
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