Manager, Helpdesk Team Lead

3 days ago

Singapore CGS INTERNATIONAL SECURITIES SINGAPORE PTE. LTD. Full time

**About CGSI**

CGS International Securities Pte. Ltd. (CGS International) is an award-winning and market leading integrated financial services provider, ranked among the top securities houses in Asia.

CGS International taps on our wealth of global and ASEAN insights to offer equities trading, leveraged products, wealth management, investment banking, equities research, Shariah-compliant financing, fixed income, currency and commodities, structured products, and prime brokerage services in over 15 countries and regions.

Along with its parent organization China Galaxy Securities, a leading securities house in China, CGS International is trusted by more than 15 million customers globally.

**Job Responsibilites**:

- Oversee IT Helpdesk operation and team, ensuring timely resolution of incidents and requests.
- Manage procurement, configuration, deployment and maintenance of end user devices (laptops, desktops, mobile).
- This role required managing a team of IT Helpdesk team, coordinating support activities, and aligning regional IT Helpdesk support with IT Helpdesk strategy in Singapore.
- Ensuring timely resolution of issues and patch management
- Provide advanced troubleshooting guidance and support for complex technical issues.
- Ensure the helpdesk team can handle common IT problems, including software issues, hardware failures, and network connectivity.
- An in-depth understanding of IT systems.
- Commitment to delivering good service on user requests.
- Oversee ticket management, performance metrics (KPI, SLA) and improve processes
- Monitor and optimize cloud solutions to ensure they are running efficiently and cost-effectively.
- Ensure standardized operating system across devices.
- Manage the lifecycle of IT Assets from and inventory management.
- Ensure proper documentation, software license compliance, and regular audits of hardware.

**Job Requirement**:

- Strong leadership and team management capabilities.
- Excellent communication skills, both written and verbal, with the ability to present to management and stakeholders.
- Strong problem-solving skills and the ability to make quick decisions in a high pressure environment.
- 5-6 years of established experience in leading a team and service delivery role or equivalent.
- At least 2 years of experience managing Helpdesk team resources and IT inventory management.
- Experience in managing IT Support across in ManagedEngine, Servicedesk plus, O365, Teams phone, AWS workspace and Jira system.
- Certification in IT Management (eg. ITIL,) similar field.
- Relevant training certifications such as ManagedEngine, O365, MS Teams, MS Window 11 are beneficial.
- Possess good interpersonal skills to work with users and teamates from different work cultures and an analytical mindset to resolve and provide solutions.
- Excellent analytical and problem-solving skills.

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