IT Service Desk Manager
MONETEC PTE. LTD.D20 Bishan, Ang Mo Kio, SG2 days ago
Job descriptionLead and inspire the Service Desk team by managing resourcing, training, mentoring, and performance evaluation . Champion a customer-first culture , fostering accountability and service excellence. Play a key role in talent acquisition and building a strong, future-ready team. Ensure effective utilization of Enterprise Service Management tools (e.g., ServiceNow) for seamless ticketing and workflow management. Keep documentation, workflows, and processes up-to-date and aligned with best practices. Identify and implement innovations to enhance service desk efficiency. Represent the service desk in regular cross-functional meetings . Deliver insightful weekly and monthly reports , providing actionable recommendations. Offer feedback to refine the IT Service Desk playbook and drive operational improvements. Stay ahead of emerging industry trends and integrate relevant practices into operations. Align service delivery with ITIL frameworks and global service management standards. Support the development of long-term strategies to future-proof the service desk. Diploma in Computer Science, Information Technology, or related fields . ITIL 3 Foundation certification. Proficiency in end-user computing, M365, networking, and AV solutions . Strong hands-on experience with ESM tools (e.g., ServiceNow). At least 3 years of IT Service Desk management experience in a corporate environment. Exceptional leadership, communication, and stakeholder management skills. Strong strategic thinking, multitasking, and time management abilities. A natural customer advocate with a passion for service excellence.
Roles & Responsibilities
Location : Changi Airport
Work Week : 5 Days
Salary Range : SGD 5,000 – 6,000
We are seeking a dynamic and driven IT Service Desk Mgr to join our team. This role offers the opportunity to lead a high-performing service desk function, contribute to a globally recognized organization, and make a real impact on operational excellence and customer experience.
Key Responsibilities
Service Delivery & Quality
- Ensure IT and administrative services consistently meet SLA and quality benchmarks .
- Take ownership of escalations, major incidents, and service recovery , ensuring timely and effective resolution.
- Drive continuous improvement initiatives to elevate service standards.
Team Leadership & Development
Process & Tools Optimization
Stakeholder Engagement & Reporting
Strategic Growth & Industry Best Practices
Qualifications & Skills
Education & Certifications
Technical Skills
Experience
Soft Skills
Tell employers what skills you have
Excellent Communication Skills
Mentoring
Leadership
Microsoft Office
Operational Excellence
Talent Acquisition
Ticketing
Service Management
Active Directory
Information Technology
Service Desk
Networking
Resourcing
Time Management
Advocate
AV
ITIL
Customer Service
Stakeholder Management
Service Delivery
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It Manager • D20 Bishan, Ang Mo Kio, SG
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