Service Desk Team Lead

3 days ago

Ang Mo Kio Street, Singapore U3 InfoTech Pte Ltd Full time $50,400 - $72,000 per year

Job Title: Service Desk Team Lead (ITSM/ServiceNow)

  • Location: Singapore – Ang Mo Kio or Bedok
  • Salary: Up to SGD 4,300/month
  • Employment Type: 12 months contract - renewable and extensions depending on business needs and performance
  • Working Hours: Staggered 8.5-hour shifts between 7:30 AM – 7:30 PM (SGT), Weekend duty as per operational requirement, 5 days a week

Position Summary

We are looking for an experienced Service Desk Team Lead with strong ITSM expertise to oversee day-to-day operations and ensure exceptional end-user support. The ideal candidate will have solid hands-on experience with ServiceNow and proven leadership in managing a service desk team.

Key Responsibilities

  • Lead and guide a team of Service Desk Agents providing first-level technical support.

  • Serve as the escalation point for unresolved issues and ensure prompt resolution.

  • Monitor incident restoration and service levels, ensuring SLA compliance.

  • Track call statistics, perform gap analysis, and identify service improvement opportunities.

  • Coach and mentor team members, managing training needs and performance.

  • Prepare and maintain accurate service reports and documentation.

  • Ensure all incidents and requests are logged and updated in ServiceNow according to ITSM standards.

  • Collaborate with stakeholders to communicate updates, escalations, and recommendations.

Requirements

  • Education: Diploma or higher.

○ Minimum 2 years of experience as a Service Desk Team Lead in an IT environment.

○ Proven hands-on experience with IT Service Management (ITSM) processes.

○ Strong working knowledge of ServiceNow for incident and request management.

Technical Skills:

○ Proficiency in Windows Operating Systems, Active Directory administration, and Microsoft Office.

Soft Skills:

○ Excellent written and spoken English.

○ Strong leadership, situational management, and communication skills.

Application Process: If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at

U3 Privacy policy for job applicants: When you apply, you voluntarily consent to the collection, use, and disclosure of your personal data for recruitment/employment and related purposes

Job Type: Contract

Contract length: 12 months

Pay: $4, $4,300.00 per month

Work Location: In person

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