IT Technical Support Lead
5 days ago
We are seeking an experienced IT Technical Support Lead to join our team at ITCAN PTE. LIMITED. As a key member of our Service Desk, you will be responsible for managing and leading the team to provide exceptional technical support to our clients.
Key Responsibilities:
- Manage and lead the Service Desk team to deliver flawless customer service in managing incident restoration and service level agreements.
- Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
- 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.
- Report to SD managers on any issue that could significantly impact the SLA and recommend action plans.
- Take overall responsibility for incident management and request fulfillment.
Requirements:
- Minimum 3 years of experience in leading a Service Desk team with at least 15 agents.
- Profound knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
- Experience in situational management, gap analysis, productivity, call statistics, and incident trending.
- Ability to front the Service Desk to stakeholders for clarification and enquiries.
About the Role:
This is an exciting opportunity for an experienced IT professional to take on a leadership role in our Service Desk team. You will work closely with our team to ensure seamless delivery of technical support services to our clients. If you have a passion for providing excellent customer service and possess the necessary technical skills and experience, we encourage you to apply.
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