We are looking for a
IT
Service Desk Team Lead
to lead our front-line support team in delivering exceptional technical assistance and customer service.
You will manage the day-to-day operations of the Service Desk, ensure timely resolution of incidents, maintain SLAs, and provide leadership to ensure high service standards.
Key Responsibilities
Lead and manage the Service Desk team to deliver 1st level technical support and ensure high customer satisfaction.
Serve as the escalation point for complex or unresolved issues, providing expert guidance and resolution.
Ensure all incidents, requests, and communications are accurately logged and handled within agreed SLAs.
Monitor and report performance metrics (SLA, productivity, incident trends) and recommend service improvement plans.
Promote a strong customer service culture and ensure best practices are followed in all interactions.
Provide training, coaching, and performance feedback to agents, including new joiner onboarding and domain briefings.
Liaise with external technical support vendors when issues cannot be resolved internally.
Identify team training needs and implement coaching strategies for continuous improvement.
Represent the Service Desk in stakeholder meetings and manage clarifications, escalations, and inquiries effectively.
Requirements
Minimum 2 years of experience in a Service Desk leadership role managing at least 10 agents.
Minimum 2 years of technical support experience (end-user support, desktop, or technical service desk).
Strong knowledge of Windows OS, Active Directory, Microsoft Office, and common computing devices (desktops, laptops, tablets, smartphones).
Proficient in written and spoken English, with the ability to provide clear instructions and training.
Experienced in SLA reporting, complaint management, gap analysis, incident trending, and service quality improvement.
Proven ability in situational management and delivering ad-hoc instructions to the team.
SINGAPOREAN ONLY
Location: East
Work Schedule:
Staggered 8.5-Hour Shifts Scheduled Anytime Between 7:30 AM and 7:30 PM
(Exact shift timing will be scheduled based on team roster.)
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