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Service Desk Manager
2 weeks ago
**Enterprise Platforms Division, User Service Centre**
Sitting within Information Technology Department, the Tech Support/ Admin will be part of the team responsible for driving the transformation initiatives in end user computing environment, covering service, performance, quality and budget forecasting
**Service Desk & Operations Support**
You will play a key role as a service desk manager to drive service, performance and quality management in the end user environment necessary to support the organisation’s digital transformation. In this role, you are expected to:
Service Desk Management:
- Oversight the team on desktop support, IT Service Desk and VIP support functions to Financial Institutions
- Maintain high performance levels for service-related processes and implement improvement activities wherever necessary
- Take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post event reviews
- Ensure that system procedures and methodologies are in place to support outstanding service delivery.
- Develop a deep understanding of projects to gain insights into scope of service delivery
- Take accountability for service delivery performance, meeting customer expectations, and driving future demands
- Analyse third-party and internal processes, and create strategies for service delivery optimisation
Performance and Quality Management:
- Recommend methods of improvements and manage the implementation of service delivery upgrades in a timely manner
- Provide accurate and regular report to management on performance of the service delivery
- Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Collaborate with various technical teams to set standards for software, hardware, and security
Stock and Inventory Management
- Design and implement an inventory tracking system to accurately monitor stock levels
- Source suppliers and fostering good relationships with them
- Prepare reports and advising management on strategies to reduce cost and improve procedures
- Maintain an accurate inventory database that includes detailed information on available stock
- Purchase new stock and negotiating favourable contracts with suppliers
- Work closely with Service Desk and Imaging teams to organise the efficient flow of inventory
- Lead the annual stock taking and asset verification exercise
Budget, Procurement and Forecasting
- Manage and execute the procurement of ICT systems, goods and services in a timely manner
- Effectively engage and manage the project stakeholders to complete the procurement of goods and services on time
- Understand the government procurement policy, ICT management policy, quality management policy and security guidelines to ensure the procurement deliverables are designed to comply with these policies and guidelines
- Monitor spending patterns and implementing measures to promote adherence to budgets
**What we are looking for**
- Proficiency in leading both physical and virtual teams
- Experience with dealing with third party provided services
- Exceptional customer-facing skills
- Can do attitude, ability to work in an environment of uncertainty and drive stakeholders towards the organisation wide objective.
- Self-driven, with good interpersonal and communication skills to be able to work independently as well as in a team.
Desired:
- ITIL certifications
- Project Management certifications
