Support Lead
1 week ago
Lead Visy’s IT Support Team (Singapore) to ensure the effective and efficient delivery of information
technology across Visy and ensure that service levels are achieved. Responsible for ensuring the team are meeting and exceeding customer expectations regarding performance, meeting defined
metrics/benchmarks, and that standards and processes are followed.
**KEY RESPONSIBILITIES - PREVERVE, EXTEND & CREATE BUSINESS VALUE**
- Lead, mentor, coach, support and motivate the IT Support team’s daily operations:
- Manage the end-to-end delivery of Level 1 IT services to ensure agreed SLAs are met
- Take ownership and handle incidents and requests escalated from the team, and escalate to respective IT teams, if required. Coordinate and follow up on escalated incidents and requests
- Identify, prioritise and schedule problems and act as an escalation point for the team
- Contribute to a continuous improvement and year to year incident reduction culture by analysing causes of incidents and informing service owners in order to minimise probability of recurrence; analysing metrics and reporting on performance of incident and request management process; identifying improvement opportunities, including corrective and preventative actions
- Actively participate in Problem, Change and Release Management processes as well as Continual Service Improvement
- Coaching and leading your team to further develop their capabilities; drive and implement innovation and improvement in the team
- Manage team’s calls, tickets, and project tasks, planning and prioritising systematically to minimise backlog and ensure operational efficiency and escalate when necessary
- Provide IT support to VIP Users
- Determine and allocate best use of resources to cover first level support performance including rostering direct and indirect reports and highlighting requirements of broader team to achieve targeted performance levels
- Monitor (hourly / daily / monthly / yearly) performance (including call characteristics, Incidents and Requests) and implement strategies to improve and report to management to exceed support performance goals, KPIs, SLAs adherence and business expectations
- Ensure all incidents and requests are logged and kept current in the ITIL tool
- Engaging team members in 1:1 catch ups to discuss their wellbeing and performance
- Setting up meeting to discuss team’s objectives and professional development needs
- Work with IT service leads to prepare for any new IT project transition and participate in the CAB Meetings
- Updating job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations
- Grasp and adapt to new technologies and train the support team
**KEY SKILLS & BEHAVIOURS**
- Excellent verbal, written and customer service skills
- Advanced skills and knowledge in delivering ICT service support to customers in complex organisations, including critical thinking and problem solving
- Attention to detail and strong reporting skills
- Motivation to lead and support a productive team in a challenging environment
- Understanding of analysing metrics and reporting on performance of incident and request management process
- Strong hardware support & trouble shooting skills for Desktops/Laptops/Printers/Phones, Print Servers; Microsoft operating systems, M365, Network faults and a variety of Applications
- Strong Time management skills and can work under pressure
- Proficiency in communicating technical IT jargon into easy-to-understand language when collaborating and consulting with key stakeholders
- Willing to learn new technologies
**QUALIFICATIONS AND EXPERIENCE**
- 5+ years of experience in working and supporting Microsoft Infrastructure technologies including Windows 10/11, M365, Teams, SharePoint, Microsoft Intune, Active Directory, DNS, DHCP, File & Print Service and SCCM
- 3+ years managing large scale digital workspace environments
- 2+ years managing a team of 5+ IT Support Engineers
- Experience in delivering IT technical service and process in line with ITIL methodology
- Relevant IT certifications
**KEY PERFORMANCE INDICATORS**
- Zero injuries to self & others
- Reduce the identified cyber hazards in line with best practice and aligned patching rigor
- Establish good relationships with the team and business
- Achieve the team’s KPI targets including CSAT, MTTR, MTTA and call efficiency scores
- MoM reduction of Incidents by 5%
- Identify automation opportunities in repetitive Service Requests within IT Support tasks
- Projects completed within budget/time
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