D20 Bishan, Ang Mo Kio, SG - IT Service Desk Manager

Roles & Responsibilities

5 day work week : Monday to Friday

Location : Changi Airport

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

• Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team.
• Leads the team to perform service recovery in the event of issues.
• Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves / urgent leave / medical leave.
• Mentor, provide guidance and support to the Service Desk team.
• Lead and develop the service desk team, including hiring, training, and performance evaluations.
• Ensure the team knows how to use the provided ESM tool (e.g., ServiceNow) effectively for ticket management and service delivery.
• Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.
• Identify and implement improvements along with updating of documentation for service desk processes and procedures.
• Foster a customer-centric culture within the team, emphasising excellent customer service.
• Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.
• Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
• Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
• Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
• Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
• Diploma in Computer Science, Information Technology, or a related field.
• ITIL 4 Foundation Certification
• ITIL 4 Intermediate / Expert preferred
• Project Management Professional (PMP) or similar will be an added advantage.
• Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing / AV solutions will be an advantage
• Proficiency in using ESM tools such as ServiceNow.
• Prior experience in a service delivery or IT management role within a corporate environment.
• Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.
• Excellent leadership, team and stakeholder management skills.
• Strong communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Strong time management and multitasking skills.
• High level of customer service orientation.

Tell employers what skills you have

Management Skills

Service Orientation

IT Service Management

Video Conferencing

Leadership

Analytical Skills

Interpersonal Skills

Service Recovery

Administration

Information Technology

Project Planning

Strategy

Project Management

Service Desk

Resourcing

ITIL

IT Management

Team Player

ServiceNow

Service Delivery