Team Lead
4 days ago
5 day work week
Location : Changi Airport
2 year contract ( with possibility of extension )
**Team Lead - Job Description**:
- Key Responsibilities:
- Assist the Ops Manager to oversee the delivery of IT services.
- Lead the team of Service Desk engineers to ensure they meet established SLAs and service quality standards.
- Provide L1 and L2 on-site / remote IT support for CLIENT employees.
- Provide dedicated support for approximately 200 VIP users.
- Be available for after-hours VIP (VP and above) support with advanced notice.
- Update the EDX team on daily manpower movement within the Service Desk team.
- Ensure adherence to established processes and best practices within the IT Service Desk playbook.
- Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex issues.
- Foster a positive team environment that promotes customer service and continuous improvement.
- Monitor and manage all ESM tickets and appointment system to ensure SLAs are met.
- Ensure balanced workload among the team.
- Escalate company-wide incidents or user dissatisfaction to the EDX team promptly.
- Share knowledge on desktop issues using the IT playbook for future reference and self-help.
- Track and analyze frequent complaints to identify areas for improvement.
- Work with the Ops Manager to suggest updates to the IT Service Desk playbook.
- Assist in implementing service improvement plans approved by the EDX team.
- Stay up to date with industry trends and integrate best practices into service delivery.
- Adhere to ITIL processes and frameworks for IT service management.
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