IT Service Desk Manager

1 week ago

Singapore Monetec Full time $5,000 - $8,000 per year

Location: East Singapore

Work Week: 5 Days

Salary Range: SGD 5,000 – 6,000

We are seeking a dynamic and driven IT Service Desk Mgr to join our team. This role offers the opportunity to lead a high-performing service desk function, contribute to a globally recognized organization, and make a real impact on operational excellence and customer experience.

Key Responsibilities

Service Delivery & Quality

  • Ensure IT and administrative services consistently meet SLA and quality benchmarks .
  • Take ownership of escalations, major incidents, and service recovery , ensuring timely and effective resolution.
  • Drive continuous improvement initiatives to elevate service standards.

Team Leadership & Development

  • Lead and inspire the Service Desk team by managing resourcing, training, mentoring, and performance evaluation .
  • Champion a customer-first culture , fostering accountability and service excellence.
  • Play a key role in talent acquisition and building a strong, future-ready team.

Process & Tools Optimization

  • Ensure effective utilization of Enterprise Service Management tools (e.g., ServiceNow) for seamless ticketing and workflow management.
  • Keep documentation, workflows, and processes up-to-date and aligned with best practices.
  • Identify and implement innovations to enhance service desk efficiency.

Stakeholder Engagement & Reporting

  • Represent the service desk in regular cross-functional meetings .
  • Deliver insightful weekly and monthly reports , providing actionable recommendations.
  • Offer feedback to refine the IT Service Desk playbook and drive operational improvements.

Strategic Growth & Industry Best Practices

  • Stay ahead of emerging industry trends and integrate relevant practices into operations.
  • Align service delivery with ITIL frameworks and global service management standards.
  • Support the development of long-term strategies to future-proof the service desk.

Qualifications & Skills

Education & Certifications

  • Diploma in Computer Science, Information Technology, or related fields .
  • ITIL 3 Foundation certification.

Technical Skills

  • Proficiency in end-user computing, M365, networking, and AV solutions .
  • Strong hands-on experience with ESM tools (e.g., ServiceNow).

Experience

  • At least 3 years of IT Service Desk management experience in a corporate environment.

Soft Skills

  • Exceptional leadership, communication, and stakeholder management skills.
  • Strong strategic thinking, multitasking, and time management abilities.
  • A natural customer advocate with a passion for service excellence.

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