IT Support Team Lead
7 days ago
As an IT Support Team Lead at ALPHAEUS PTE. LTD., you will play a crucial part in managing and leading our Service Desk team to provide top-notch technical support to our clients. Your primary responsibility will be to oversee the day-to-day operations of the Service Desk, ensuring that all incidents and requests are handled efficiently and effectively.
Key Responsibilities:
• Manage and lead a team of IT Support agents to ensure excellent customer service delivery
• 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 satisfaction
• Report to senior managers on any issues that could significantly impact Service Level Agreements (SLAs) and recommend action plans
• Oversee incident management and request fulfillment processes
• Ensure staff take ownership of user's incidents and are proactive when dealing with them
• Allocate complex calls and emails to relevant IT Support members
• Arrange for external technical support when necessary
• Manage Service Quality Assessments and coach agents on proper handling approaches
• Provide domain briefings and training to new joiners
• Represent the Service Desk to stakeholders for clarification and enquiries
About You:
To succeed in this role, you will need to have:
• A minimum Diploma in an IT-related field
• Familiarity with Service Desk day-to-day operations
• At least 3 years of end-user support experience, desktop, or technical service desk experience
• Minimum 3 years of experience leading a Service Desk team of at least 15 agents
• In-depth technical skills to support existing and new computing devices, including Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications
• Experience in situational management, gap analysis, productivity, call statistics, and incident trending
• Experience in managing complaints, identifying training needs, and coaching SD agents
• Experience in Service Level Agreement (SLA) reporting, identifying service improvement opportunities, and recommending action plans
What We Offer:
We offer a competitive salary range of $8,000 - $12,000 per month, depending on experience, as well as opportunities for career growth and professional development.
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