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Service Desk Team Lead

Service Desk Team Lead

U3 INFOTECH PTE. LTD.Islandwide, SG
7 days ago
Job description

Roles & Responsibilities

Job Title : Service Desk Team Lead (ITSM / ServiceNow)

  • Location : Singapore – Ang Mo Kio or Bedok
  • Salary : Up to SGD 4,300 / month
  • Employment Type : 12 months contract - renewable and extensions depending on business needs and performance
  • Working Hours : Staggered 8.5-hour shifts between 7 : 30 AM – 7 : 30 PM (SGT), Weekend duty as per operational requirement, 5 days a week

Position Summary

We are looking for an experienced Service Desk Team Lead with strong ITSM expertise to oversee day-to-day operations and ensure exceptional end-user support. The ideal candidate will have solid hands-on experience with ServiceNow and proven leadership in managing a service desk team.

Key Responsibilities

  • Lead and guide a team of Service Desk Agents providing first-level technical support.
  • Serve as the escalation point for unresolved issues and ensure prompt resolution.
  • Monitor incident restoration and service levels, ensuring SLA compliance.
  • Track call statistics, perform gap analysis, and identify service improvement opportunities.
  • Coach and mentor team members, managing training needs and performance.
  • Prepare and maintain accurate service reports and documentation.
  • Ensure all incidents and requests are logged and updated in ServiceNow according to ITSM standards.
  • Collaborate with stakeholders to communicate updates, escalations, and recommendations.

    • Requirements

  • Education : Diploma or higher.

    • ○ Minimum 2 years of experience as a Service Desk Team Lead in an IT environment.

    ○ Proven hands-on experience with IT Service Management (ITSM) processes.

    ○ Strong working knowledge of ServiceNow for incident and request management.

    Technical Skills :

    ○ Proficiency in Windows Operating Systems, Active Directory administration, and Microsoft Office.

    Soft Skills :

    ○ Excellent written and spoken English.

    ○ Strong leadership, situational management, and communication skills.

    Application Process : If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at farisya@u3infotech.com!

    U3 Privacy policy for job applicants : When you apply, you voluntarily consent to the collection, use, and disclosure of your personal data for recruitment / employment and related purposes

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    Tell employers what skills you have

    Coaching

    IT Service Management

    Microsoft Office

    Ticketing

    Active Directory

    Agile

    Administration

    Soft Skills

    Windows Operating Systems

    Problem Management

    Service Desk

    Service Level Management

    Team Lead

    Statistics

    ITIL

    ServiceNow

    Incident Management

    Service Delivery

    Technical Support

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    Team Lead • Islandwide, SG