IT Helpdesk Manager

6 days ago

Singapore HUANG HE CONSULTANCY PTE. LTD. Full time

**Job description**:
**IT Helpdesk Manager
We are looking for an experienced IT help desk manager to oversee our IT Helpdesk team providing 1st level exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues.

**Responsibilities**:

- Managing and supporting a team of help desk technicians.
- Establish and implement ITIL standards.
- Mentoring your team, providing training, and conducting performance evaluations.
- Monitoring team performance and developing feedback reports for management.
- Communicating with clients and providing in-person and phone support, if required.
- Troubleshooting and resolving technical issues.
- Managing escalations and ensuring any issues are resolved promptly.
- Making recommendations to improve operational efficiency.
- Configuring and maintaining a help desk ticketing software
- Foster positive end-user relationships and drive customer satisfaction.
- Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
- Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
- Successful delivery of services and projects supporting the business on time and within budget.
- Define team goals and lead staff to achieve desired results while being accountable for team performance.

**Requirements**:

- Minimum Diploma in computer science, information technology, or a related field.
- ITIL Foundations Course and/or Certification
- Minimum of 3 years of professional or technical experience in IT with a strong background in customer service.
- Minimum of 2 years management experience as an IT Helpdesk, Service Desk Manager, or related technical support role that demonstrates proficiency in leadership techniques and management of resources.
- Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365
- Basic networking knowledge to support desktop issues
- Experience with SQL server and basic systems administration.
- Strong technical background.
- Excellent analytical and troubleshooting skills.
- Ability to work under pressure.
- Excellent leadership and people management skills.
- Excellent interpersonal and conflict management skills.
- Strong customer service skills.

**Contract Type**: 12 Months
**Salary**: SGD4,500 to SGD6,500
**Location**: Tai Seng
**Working Hours**: Office Hours Mon to Fri 8:30 am to 6 pm
**Commencement**: Immediate

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