Service Desk Supervisor

2 days ago

East Region, Singapore TTI Electronics Asia Pte Ltd Full time $104,000 - $130,878 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, strong leadership, and the ability to mentor a team in 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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