IT Service Desk Team Lead

2 days ago

Bedok New Town, Singapore Alphaeus Pte Ltd Full time $80,000 - $120,000 per year
Key Responsibilities
  • Manage and lead the Service Desk team to deliver 1st-level technical support.
  • Act as the escalation point for unresolved cases and provide guidance to the team.
  • Promote a customer service culture to ensure high satisfaction across all support channels.
  • Report to Service Desk Managers on issues that may impact SLAs and recommend action plans.
  • Take overall responsibility for incident management and request fulfilment.
  • Ensure staff take ownership of user incidents and are proactive in resolution.
  • Oversee call and email logging in the Service Desk system according to SOP.
  • Allocate complex issues to appropriate IT support teams or external vendors.
  • Manage Service Quality Assessments and coach agents on handling approaches.
  • Provide domain briefing and training for new joiners.
  • Represent the Service Desk to stakeholders for clarification and inquiries.

Requirements
  • Diploma/Degree in IT or related field.
  • 3–5 years of experience in IT Service Desk / End-User Support, with at least 1–2 years in a leadership role.
  • Strong knowledge of ITIL processes (Incident, Change, Problem).
  • Excellent people management skills with the ability to coach, mentor, and develop staff.
  • Strong customer service orientation and communication skills.
  • Ability to multitask, prioritize, and manage SLA performance in a fast-paced environment.

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