IT Service Desk Manager Position

1 week ago


Singapore ITCAN PTE. LIMITED Full time
Job Description

This is a key leadership role that oversees the IT Service Desk team, responsible for delivering high-quality customer service and ensuring seamless incident restoration. The successful candidate will have a proven track record of managing teams, leading technical support operations, and promoting a culture of excellent customer service.

About the Role
  • Manage and lead the IT Service Desk team to provide 1st level technical support to customers
  • 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

The ideal candidate will be an experienced IT professional with a strong background in technical support, team management, and customer service. They will have excellent communication skills, be able to work well under pressure, and have a customer-centric approach.

Requirements
  • A minimum of 3 years end-user support experience, desktop, or technical service desk
  • Minimally 3 years experience in leading a Service Desk team of at least 15 agents
  • Strong knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications
  • Experience in Situational Management, Gap Analysis, Productivity, Call Statistic, and Incident Trending
  • Experience in managing Complaints, identifying training needs, and coaching SD agents

We offer a competitive salary package, including a base salary of SGD $80,000 per annum, plus additional benefits such as medical insurance, retirement plan, and paid annual leave. If you are a motivated and customer-focused individual looking for a new challenge, please submit your application.



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