IT Helpdesk Operations Manager

3 days ago

Singapore BCA Building and Construction Authority Full time

The Helpdesk Operations Manager is responsible for overseeing the daily operations of the IT helpdesk team to ensure timely and efficient support services across various IT Systems supported by BCA. This role involves managing BCA outsourced helpdesk operation team, establishing support protocols, optimizing workflows, monitoring performance metrics, and ensuring high customer satisfaction.

**(What you will be working on)**

**Key Responsibilities**:
Lead and manage the helpdesk support team, including training, tracking, closure of tickets and performance evaluation.
- Develop and implement helpdesk procedures and best practices to ensure efficient handling of support requests.
- Monitor and analyze helpdesk performance metrics (e.g., response times, resolution rates, user satisfaction).
- Act as the escalation point for complex or high-impact support issues.
- Coordinate with 2nd level support and business departments for teh various IT Systems to ensure seamless issue resolution.
- Maintain documentation for helpdesk processes, policies, and troubleshooting guides.
- Ensure compliance with IT service management standards and internal policies.
- Drive continuous improvement initiatives in support delivery and customer service.
- Manage and maintain the helpdesk software and tools, ensuring effective ticket management and reporting.
- Prepare regular reports for senior management on helpdesk performance and trends.

**(What we are looking for)**

**Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in IT support, with at least 2 years in a leadership or managerial role.
- Strong knowledge of IT service management frameworks (e.g., ITIL).
- Excellent leadership, organizational, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Experience with helpdesk software and ticketing systems (e.g., Zendesk, Freshservice, ServiceNow).
- Ability to manage multiple priorities in a fast-paced environment.

**Preferred**:

- Experience working in a large-scale or enterprise environment.
- Familiarity with remote support, incident management, vendor management, and contract management.

  • Stripe - IT - Helpdesk Ops - Helpdesk Operations

    3 days ago

    Singapore EOS IT Solutions Full time

    **WHO WE ARE**: EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business...

  • HelpDesk Support Engineer

    6 days ago

    Singapore Neurones IT Asia Full time $40,000 - $60,000 per year

    We are looking for HelpDesk Support Engineer and your role is defined as below:RoleMonitor and observe system alerts or out of the normal system behaviours.Follow incident isolation procedure to identify and verify faults before applying problem resolution scripts to fix the issue or escalate.Perform consolidation of records for reporting for monitoring,...

  • Helpdesk Support Engineer

    1 day ago

    Singapore NEURONES IT ASIA PTE. LTD. Full time

    We are looking for HelpDesk Support Engineer and your role is defined as below: **Role** - Monitor and observe system alerts or out of the normal system behaviours. - Perform consolidation of records for reporting for monitoring, analytics or audit purposes. - Perform post change system health checks to verify that the changes didn't caused undesirable...

  • Helpdesk Lead

    3 days ago

    Singapore ELLIOTT MOSS CONSULTING PTE. LTD. Full time

    Assist Helpdesk manager in managing day to day operation of Helpdesk - Assist Helpdesk manager in managing client on the daily reporting - Real Time Monitoring of daily operations to departmental objectives & KPIs are met - Monitor agent’s weekly performance using available data - Identify training and development needs of agents to bridge competency...

  • Manager, Helpdesk Team Lead

    2 weeks 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,...

  • Head - IT Helpdesk & Operations [ite Headquarters]

    1 day ago

    Singapore Institute of Technical Education Full time

    **What the role is** As a Head in ITE, your challenge is to formulate, review and implement policies and schemes in specific functional areas. **What you will be working on** You will be assisting the department manager in the overall IT operations that support ITE business. This includes: - Support and coordinate the daily IT technical support and...

  • IT Support Helpdesk

    7 days ago

    Singapore SIMPLIFIED TECHNOLOGY PTE. LTD. Full time

    1. Team Leadership Supervise the helpdesk team (Level 1 and sometimes Level 2 support agents). Allocate and prioritize incoming support tickets. Provide coaching, mentoring, and performance feedback to helpdesk agents. Manage scheduling, ensuring coverage for different shifts if needed. 2. Technical Support Oversight Ensure tickets are handled efficiently,...

  • Helpdesk Ops Support

    3 days ago

    Singapore IT CONSULTANCY & SERVICES PTE LTD Full time

    **Helpdesk Ops Support (102)**: **Responsibilities**: - man the project mailbox - response/provide advise to users for issue raised - maintain and categorize incident logs in CRM - co-ordinate with Level 2 Support Team and ensure all incident are tracked and closed within SLA - compile weekly/monthly statistics for reporting **Requirements**: -...

  • Helpdesk Engineer

    2 weeks ago

    Singapore APAR TECHNOLOGIES PTE. LTD. Full time

    Responsibilities Perform L1 Helpdesk Support work consisting of the following scope of work Monitor/reply email/phone, log tickets and manage L1 helpdesk. Perform L1 investigation for problem report and provide resolution. Route to L2 or other parties for issues that cannot be resolved by L1. Coordinate with L2 and other teams for resolution. Prepare and...

  • Senior Helpdesk Specialist

    2 weeks ago

    Singapore OCEANDRIVE NETWORKS PTE. LTD. Full time

    Overview We are seeking an experienced and customer-focused Senior Helpdesk Specialist to join our IT support team. This role is responsible for providing advanced technical support, overseeing helpdesk operations, and ensuring the timely resolution of complex IT issues. You will also mentor junior staff, contribute to process improvements, and collaborate...