IT Team Lead

11 hours ago


West Region, Singapore OPUS IT Services Pte Ltd Full time $90,000 - $120,000 per year

Job Description & Requirements

We are looking for a team leader to lead a team of IT Desktop and Helpdesk Engineers. He/She will assist the supervisor in overseeing operations on-site. Location at Science Park.

Description of role

  • Assist supervisor in overseeing operations including staffing, scheduling and performance management.

  • On-site team lead to ensure SLA/KPI is met.

  • Ensure and monitor team quality delivery by having pleasant end-to-end customer experience and a highly efficient off-site remote IT support process.

  • Strategize with team in providing increasing ability to resolve requests on first contact.

  • Handle escalated customer inquiries and resolve operational issues in a timely manner meeting SLA.

  • Assist in developing and implementing operational strategies to enhance IT concierge service efficiency and customer satisfaction.

  • Assist in developing and implementing effective knowledge-based process to capture and grow knowledge of current IT application and self-help services.

Requirements:

  • With at least 2 years of Team Lead helpdesk experience managing the operations and able to handle a team of 12 members.

  • Team lead experience in Tech Bar environment will be an added advantage

  • Possess good communication & interpersonal skill


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