Team Lead

1 day ago

Singapore RAYTON SOLUTIONS PTE. LTD. Full time

5 day work week

2 years renewable contract

**Job Description**:

- Assist the Ops Manager to oversee the delivery of IT services.
- Leads the team of Service Desk engineers to ensure they meet established SLAs and service quality standards.
- Lead the team of Service Desk engineers to provide L1 and L2 on-site / remote IT support for CLIENT employees.
- Provide dedicated support for approximately 200 VIP users.
- Be available for after-hours VIP (VP and above) support. Advanced notice will be provided by our team.
- Update the EDX team on the daily manpower movement within the Service Desk team.
- Lead and supervise the Service Desk engineers, ensuring adherence to established processes and best practices within the IT Service Desk playbook.
- Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex technical issues.
- Foster a positive team environment, promoting a culture of excellent customer service and continuous improvement.
- Monitor and manage all ESM tickets and appointment system, ensuring Service Desk engineers to ensure SLA is met.
- Ensure balance of workload amongst the team.
- Escalate any company-wide incidents (disruptions or outages in CLIENT's corporate systems) or user dissatisfaction to EDX team in a timely manner.
- Provide knowledge sharing on desktops problems encountered during the course of work with reference to our playbook. The Ops manager may consult the Team lead updating the solutions/knowledge in a playbook for the team’s reference and to facilitate self-service troubleshooting by CLIENT users
- Track and analyse frequent complaints via employee feedback to identify areas for improvement.
- Work with the Ops manager to provide suggestions to the EDX team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
- Assist to implement service improvement plans approved by the EDX team.
- Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
- Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

Education
- Degree in Computer Science, Information Technology, or a related field preferred.
- Diploma in Computer Science, Information Technology or a related field.

Certifications
- The below certificates will be an added advantage
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Fundamentals
- CCNA
- ITIL 4 Foundation Certification.

Technical Skills
- Proficiency with Windows OS, Active Directory, corporate network and common hardware/software troubleshooting for Windows laptops.
- Expertise in macOS, iOS device management and troubleshooting.
- Experience with endpoint protection solutions such as web proxy, remote browser isolation and endpoint detection & response solutions
- Familiarity with meeting room video conferencing and AV solutions and troubleshooting.
- Proficiency in using ESM tools such as ServiceNow.

Experience
- Prior experience in managing IT Service Desk daily operations and teams for at least 3 years.

Soft Skills
- Strong leadership in managing a team.
- Strong communication and interpersonal skills.
- Problem-solving abilities and analytic skils.
- Strong time management and multitasking skills.
- High level of customer service orientation.
- Ability to work in a fast-paced environment.

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