Apac Service Desk Manager

6 days ago

Singapore KOS SG PTE. LTD. Full time

**Key Responsibilities:
**Leadership & Team Management**:

- Lead, mentor, and motivate a team of service desk professionals across multiple regional sites.
- Conduct regular one-on-one meetings, performance reviews, and training sessions to ensure staff development and high performance.
- Foster a collaborative and positive team culture focused on continuous improvement, customer service excellence, and problem-solving

**Service Desk Operations**:

- Oversee daily service desk operations to ensure timely and effective resolution of all IT incidents, service requests, and escalations.
- Ensure adherence to defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Develop and enforce standard operating procedures (SOPs) for efficient service desk operations.

**Incident & Problem Management**:

- Coordinate incident management to ensure that issues are identified, resolved, and documented in a timely manner.
- Perform root cause analysis for recurring incidents and work with other IT teams to implement permanent fixes.
- Ensure issues are escalated appropriately and follow-up actions are taken for critical incidents.

**Process Improvement & Efficiency**:

- Identify areas for improvement in service desk processes, tools, and workflows.
- Drive continuous improvement initiatives to enhance the quality and efficiency of service desk support.
- Collaborate with other IT departments and stakeholders to implement process improvements and optimize service delivery.

**Customer Satisfaction & Reporting**:

- Monitor and manage customer satisfaction levels by gathering feedback, tracking performance metrics, and implementing corrective actions when necessary.
- Produce and present regular reports on service desk performance, including metrics, trends, and root causes of major incidents.
- Act as a point of escalation for high-priority or complex issues, ensuring they are resolved in a timely manner.

**Collaboration & Stakeholder Engagement**:

- Work closely with IT teams, business units, and external vendors to ensure alignment and a seamless user experience.
- Liaise with business leaders to understand IT service needs, providing recommendations and support as necessary.
- Ensure the regional service desk is aligned with overall corporate IT strategies and initiatives.
- More than 5 years of experience in IT Helpdesk/Service Desk, with at least 2 years in a managerial or supervisory capacity.
- Experience managing a regional or multi-site IT support team is preferred.
- Strong understanding of ITIL (Information Technology Infrastructure Library) best practices and frameworks.
- Experience in BMC and ServiceNow would be a plus
- Experience in PowerBI for data reporting and analysis would be a plus.
- Excellent leadership, coaching, and team management skills.
- Strong problem-solving and decision-making abilities, with a focus on operational efficiency.
- Exceptional written and verbal communication skills, with the ability to communicate technical information to non-technical stakeholders.
- Strong customer service orientation and interpersonal skills.

**Other benefits that you would expect in the environment**:

- Hybrid work arrangement
- Good benefits and insurance coverage
- Great working environment with local and regional team to work with
- Multinational company structure with autonomy and room to grow

Let's speak so then I can share more about this interesting opportunity.

Felicia Romli (R1872446)

KOS International

EA License No. 23S1522

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