Service Desk Supervisor

2 days ago

Changi East Region, Singapore TTI, Inc. - Asia Full time $90,000 - $120,000 per year

The Service Desk Supervisor to oversee daily IT support operations and ensure efficient resolution of user issues. The ideal candidate will bring hands-on technical expertise and delivering excellent service to our users.

Responsibilities :

  • Supervise and guide the Service Desk team in providing first-level support to end users.
  • Monitor, prioritize, and assign IT service tickets to ensure timely resolution.
  • Support and maintain IT infrastructure, including Windows servers, desktops, and virtualization platforms.
  • Oversee IT asset management, software deployment, and system updates.
  • Collaborate with other IT teams on escalations, change management, and infrastructure improvements.
  • Document processes, prepare reports, and ensure compliance with IT policies and ITIL best practices.
  • Provide training, coaching, and performance feedback to Service Desk staff.
  • Serve as point of contact for critical issues and escalations, ensuring business continuity.

Requirements :

  • High School Diploma or GED required.
  • Bachelor's Degree in Computer Science preferred, with 
    1–3 years of System Administration or IT Service Desk experience
    ; or an equivalent combination of education and experience.
  • Previous experience in 
    server and PC hardware/software installation
     required.
  • Prior supervisory or team lead experience is highly desirable.
  • Strong knowledge of 
    Windows Server Administration
     (Active Directory, DNS, DHCP).
  • Proficiency in 
    Windows PowerShell
     and/or 
    VB scripting
     for automation.
  • Experience with 
    server and desktop virtualization
    ; Nutanix AHV experience a plus.
  • Understanding of 
    server hardware
     (RAID, PERC, etc.).
  • Proficiency with 
    Microsoft Office applications
     (Excel, Word, PowerPoint, Outlook, OneDrive).
  • Familiarity with 
    Microsoft SharePoint Team Sites
    .
  • Knowledge of 
    Cisco IOS commands
     is an advantage.
  • Experience with 
    Windows performance tuning and troubleshooting
    .
  • Familiarity with 
    IT ticketing systems
     (ServiceNow a plus).
  • Understanding of 
    ITIL change management processes
    .
  • Experience with 
    telephone systems
     (Alcatel a plus).
  • Strong 
    analytical, problem-solving, and organizational
     skills.
  • Excellent 
    verbal and written communication
    , with the ability to document IT procedures.
  • Ability to 
    multi-task
     and manage priorities effectively in a fast-paced environment.
  • Willingness to assist occasionally during weekends or after hours when needed.

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