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Technical Support Team Lead

2 weeks ago

Singapore beBeeCustomer Full time
Service Desk Manager Job Summary

Manage a team of Service Desk specialists to deliver exceptional customer service and incident restoration. Monitor team member duties to ensure prompt client inquiry response.

Job Responsibilities:
  • Provide 1st level technical support via phone, email, or remote desktop tools.
  • Escalate unresolved cases as a further point of contact.
  • Take on a wider customer service role, promoting the ethic of maintaining high customer service standards for all support queries.
  • Report significant business impact issues to SD managers.
  • Ensure staff take ownership of user problems and be proactive in dealing with user issues.
  • Log all calls and emails in the Service Desk logging system.
  • Allocate complex calls and emails to relevant IT Support members.
  • Arrange external technical support when needed.
  • Manage Service Quality Assessment and coach agents on proper handling approaches.
  • Provide Domain Training to new joiners.
Requirements:
  • 7 years of end-user support experience, desktop or technical service desk.
  • 5 years of experience leading a service desk team.
  • In-depth technical skills to support computing devices like desktops, notebooks, and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
  • Familiarity with Service Desk day-to-day operations.
  • ITIL 4 Foundation certification is preferred.
  • Experience in Situational Management, Gap Analysis, Productivity, Call/Incident Trending, and managing Complaints.
  • Experience in Service Level Agreement (SLA) Reports and Service Improvement Opportunities.
Our Impact

We value our clients, grow our people, and create our future by following our AEIOU beliefs: Adventure, Excellence, Integrity, Ownership, and Unity.