Service Desk

2 days ago

Singapore NSEARCH GLOBAL PTE. LTD. Full time

Our client, one of Asia-Pacific’s leading organizations is looking for:
**Service Desk Manager**

**Responsibilities**
- Lead and manage the daily operations of the IT Service Desk team, ensuring timely and effective resolution of support requests.
- Supervise and mentor a team of helpdesk engineers providing Level 1 and Level 2 support for Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, etc.).
- Implement and maintain ITIL-based processes to improve service delivery and customer satisfaction.
- Monitor service desk performance metrics and generate regular reports for management.
- Act as an escalation point for complex technical issues and ensure prompt resolution.
- Collaborate with other IT teams to ensure seamless end-to-end support and service delivery.
- Maintain documentation, knowledge base articles, and standard operating procedures.

**Requirements**:

- 5 years of experience in IT support, with at least 2 years in a leadership or managerial role.
- Strong knowledge and hands-on experience with Microsoft 365 administration and support.
- Solid understanding of ITIL and ITSM principles and best practices.
- Proven ability to lead and motivate technical teams in a fast-paced environment.
- Excellent communication, problem-solving, and customer service skills.

EA License Number: 10C3636
EA Personnel Name: Vimmi Baunthiyal
EA Personnel Registration Number: R1543982

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