APAC Service Desk Manager

3 days ago

Singapore KOS SG PTE. LTD. Full time $8,000 - $10,000

Our client is seeking a dynamic and results-driven Regional Service Desk Manager to lead and manage our regional IT support teams. The ideal candidate will have a proven track record in IT service management, exceptional leadership abilities, and a strong focus on end-user satisfaction. In this role, you will oversee the delivery of efficient and effective IT support services, ensuring optimal performance, service quality, and resolution of IT-related issues across multiple locations within your region


Key Responsibilities:


Leadership & Team Management:

  • Lead, mentor, and motivate a team of service desk professionals across multiple regional sites.
  • Conduct regular one-on-one meetings, performance reviews, and training sessions to ensure staff development and high performance.
  • Foster a collaborative and positive team culture focused on continuous improvement, customer service excellence, and problem-solving

Service Desk Operations:

  • Oversee daily service desk operations to ensure timely and effective resolution of all IT incidents, service requests, and escalations.
  • Ensure adherence to defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Develop and enforce standard operating procedures (SOPs) for efficient service desk operations.

Incident & Problem Management:

  • Coordinate incident management to ensure that issues are identified, resolved, and documented in a timely manner.
  • Perform root cause analysis for recurring incidents and work with other IT teams to implement permanent fixes.
  • Ensure issues are escalated appropriately and follow-up actions are taken for critical incidents.

Process Improvement & Efficiency:

  • Identify areas for improvement in service desk processes, tools, and workflows.
  • Drive continuous improvement initiatives to enhance the quality and efficiency of service desk support.
  • Collaborate with other IT departments and stakeholders to implement process improvements and optimize service delivery.

Customer Satisfaction & Reporting:

  • Monitor and manage customer satisfaction levels by gathering feedback, tracking performance metrics, and implementing corrective actions when necessary.
  • Produce and present regular reports on service desk performance, including metrics, trends, and root causes of major incidents.
  • Act as a point of escalation for high-priority or complex issues, ensuring they are resolved in a timely manner.

Collaboration & Stakeholder Engagement:

  • Work closely with IT teams, business units, and external vendors to ensure alignment and a seamless user experience.
  • Liaise with business leaders to understand IT service needs, providing recommendations and support as necessary.
  • Ensure the regional service desk is aligned with overall corporate IT strategies and initiatives.

An ideal candidate would possess:

  • More than 5 years of experience in IT Helpdesk/Service Desk, with at least 2 years in a managerial or supervisory capacity.
  • Experience managing a regional or multi-site IT support team is preferred.
  • Strong understanding of ITIL (Information Technology Infrastructure Library) best practices and frameworks.
  • Experience in BMC and ServiceNow would be a plus
  • Experience in PowerBI for data reporting and analysis would be a plus.
  • Excellent leadership, coaching, and team management skills.
  • Strong problem-solving and decision-making abilities, with a focus on operational efficiency.
  • Exceptional written and verbal communication skills, with the ability to communicate technical information to non-technical stakeholders.
  • Strong customer service orientation and interpersonal skills.

Other benefits that you would expect in the environment:

  • Hybrid work arrangement
  • Good benefits and insurance coverage
  • Great working environment with local and regional team to work with
  • Multinational company structure with autonomy and room to grow

If you are interested, click APPLY or email me your resume at felicia.romli@kos-intl.com

Let's speak so then I can share more about this interesting opportunity.


Felicia Romli (R1872446)

KOS International

EA License No. 23S1522

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