Technical Helpdesk Manager

Assurity Trusted Solutions (ATS) is a wholly owned subsidiary of the Government Technology Agency (GovTech). As a Trusted Partner over the last decade, ATS offers a comprehensive suite of products and services ranging from infrastructure and operational services, authentication services, governance and assurance services as well as managed processes. In a dynamic digital and cyber landscape, where trust & collaboration are key, ATS continues to drive mutually beneficial business outcomes through collaboration with GovTech, government agencies and commercial partners to mitigate cyber risks and bolster security postures.

Singpass is Singapore’s national digital identity platform, enabling secure transactions and seamless access to digital services for millions of citizens and residents. Our Customer Experience (CX) Product Operations team ensures our support operations are reliable, scalable, and citizen-ready. As our CX Product Operations Specialist (Helpdesk), you will oversee the day-to-day operations of a 45+ agent helpdesk team, staffed by an external vendor.

Your mission: to deliver consistent, high-quality support experiences while building robust operational processes that strengthen public trust in Singpass. This is a highly cross-functional role, requiring close collaboration with the Assistant Floor Manager (who leads data tracking and floor operations), and the QA Manager (who oversees agent training and quality frameworks).

You will report to the CX Product Operations Lead.

What you will be working on: Helpdesk Ownership & Workforce Management

**Responsibilities**
- Oversee day-to-day operations: workforce planning, queue health, issue triaging, scheduling, and agent coverage.
- Ensure helpdesk operations remain resilient during surges or incident scenarios. Onboarding, SOPs & Training
- Own and continuously improve the onboarding experience for new helpdesk agents.
- Ensure SOPs are accurate, accessible, and consistently followed (e.g. Zendesk workflows, escalation criteria, call handling protocols).
- Partner with the QA Manager to evolve training and learning processes. Escalation & Incident Management
- Serve as the first line of escalation for complex, sensitive, or urgent issues raised by citizens.
- De-escalate with empathy and professionalism, and know when to involve management or escalate to external parties such as the police.
- Ensure escalations are well-documented, timely, and aligned with governance policies.
- Be on-call for incidents within Singpass. Performance & Quality Assurance
- Track KPIs and SLAs across support channels.
- Collaborate with the QA Manager and Assistant Floor Manager to coach underperforming agents, recognise top performers, and improve service quality
- Provide structured coaching to Team Leads to raise overall team capability. Team Leadership, Coaching & Admin Operations
- Act as the primary people lead for the helpdesk team on day-to-day matters such as approving leave, MCs, and shift adjustments, in coordination with the vendor HR partner.
- Coach and mentor our Team Leads to strengthen their leadership, including how they coach agents, address performance issues, and manage shift teams.
- Monitor and compare performance across each Singpass and Corppass team, identifying where targeted coaching or support is needed.
- Collaborate with the QA Manager to review QA results regularly, identify quality gaps, and deliver constructive coaching plans.
- Support overall team coaching efforts, creating regular feedback loops, performance check-ins, and recognition systems. Process Optimisation
- Identify opportunities to reduce average handling time, streamline agent workflows, and improve citizen outcomes.
- Partner with CX Product Operations to standardise macros/templates for top ticket types and eliminate operational friction. Leadership & Vendor Collaboration
- Manage two direct reports: the QA Manager and the Assistant Floor Manager.
- Coach indirect reports: the Team Leads across our Helpdesk.
- Liaise with the HR/staffing vendor on agent hiring, training, and workforce planning. Visibility & Reporting
- Drive visibility into helpdesk performance through dashboards, regular team health checks, and monthly/quarterly impact reviews.
- Identify key themes from citizen feedback and translate them into operational or product-level improvements.

**Requirements**:

- 5+ years of experience in customer operations, service delivery, or helpdesk leadership roles.
- Proven experience managing large or vendor-staffed helpdesk teams in high-volume environments.
- Strong understanding of helpdesk systems, telephony platforms, and CRM tools (e.g. Zendesk, AWS Connect).
- Familiarity with SLA/KPI tracking, quality assurance frameworks, and team coaching.
- Excellent judgment and communication skills, particularly in navigating complex escalations or sensitive customer situations.
- Strong people management skills; experience coaching team leads or front-line superv