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Technical Support Team Lead

2 weeks ago

Singapore beBeeServiceDeskManager Full time $82,240 - $107,200
Job Summary

We are seeking an experienced Service Desk Manager to lead our technical support team and provide top-notch service to our users.

Key Responsibilities:
  • Manage the day-to-day operations of the Service Desk, ensuring prompt and effective resolution of user queries and incidents.
  • Analyze and resolve complex technical issues, escalating where necessary to ensure minimal disruption to business operations.
  • Mentor and coach team members to improve their skills and knowledge, promoting a culture of continuous learning and improvement.
  • Develop and implement strategies to enhance customer satisfaction and loyalty, aligning with organizational goals and objectives.
  • Collaborate with cross-functional teams to identify and address process improvements, streamlining workflows and reducing costs.
Requirements:
  • A minimum of 7 years of experience in end-user support, with a strong background in desktop or technical service desk operations.
  • At least 5 years of experience leading a service desk team, with a proven track record of delivering results and meeting targets.
  • Expert-level knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications, as well as experience with incident management and problem-solving tools.
  • Familiarity with ITIL 4 Foundation certification and its application in real-world scenarios.
  • Demonstrated ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
  • Experience in data analysis and reporting, with the ability to interpret metrics and make informed decisions.