Technical Service Lead

2 weeks ago

Singapore beBeeCustomerSupport Full time $90,000 - $120,000
Service Desk Manager

The role of Service Desk Manager is a key position within our organization, responsible for leading the Service Desk team to deliver exceptional customer service. This includes managing incident restoration, service level agreements, and monitoring the duties of Service Desk team members.

  • Manage the Service Desk and staff to provide first-level technical support;
  • Answer support queries via telephone, email, or remote desktop tools;
  • Act as a further escalation point for unresolved or escalated cases;
  • 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;

Key Responsibilities:

  • Manage Service Quality Assessment and Coach agents on proper handling approaches;
  • Provide Domain Training to new joiners;
  • Ensure all calls and emails are logged in the Service Desk logging system;
  • Allocate complex calls and emails to relevant IT Support members;
  • Arrange for external technical support when necessary;

Requirements:

  • 7 years of end-user support experience, desktop or technical service desk;
  • 5 years of experience leading a service desk team;
  • Deep technical skills to support existing and new computing devices, including knowledge of Windows Operating Systems and Active Directory;

This is an exciting opportunity for a seasoned Service Desk Manager to lead our team and deliver exceptional customer service. If you have the skills, experience, and passion for delivering outstanding results, we encourage you to apply.

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