Helpdesk / Service Desk Lead (Banking)

4 weeks ago

Singapur, Singapore TANGSPAC CONSULTING PTE LTD Full time

Our client, a leading bank, is seeking an experienced Service Desk Lead to oversee and manage its IT service desk operations. This role is responsible for ensuring high-quality, timely, and effective IT support services to internal users, maintaining strong service standards, and driving continuous improvement initiatives.

Key Responsibilities:

  • Lead and manage the daily operations of the IT service desk, ensuring prompt resolution of incidents and service requests.
  • Oversee a team of service desk analysts, providing guidance, coaching, and performance management.
  • Monitor service desk KPIs and SLAs, ensuring adherence to agreed service levels.
  • Act as the primary escalation point for complex incidents and ensure timely resolution in coordination with other IT teams.
  • Drive the adoption of ITIL best practices for incident, problem, and request management.
  • Implement service improvement initiatives to enhance efficiency and end-user satisfaction.
  • Coordinate with technology teams to address recurring issues and recommend preventive measures.
  • Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
  • Collaborate with vendors and third-party service providers to ensure seamless service delivery.
  • Prepare regular service performance reports for management review.

Requirements:

  • Bachelor’s degree in Information Technology, Computer Science, or related field.
  • 5+ years of IT support experience, with at least 2 years in a leadership or supervisory role.
  • Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Remedy).
  • Experience working in the banking or financial services sector is highly preferred.
  • Excellent communication, interpersonal, and stakeholder management skills.
  • Strong problem-solving abilities and a customer-centric approach.
  • Ability to work in a fast-paced environment and manage competing priorities.
  • ITIL Foundation certification or higher is an advantage.

Interested candidates please email your latest resume to

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