Service Desk Operations Manager - Singapore - TOTAL EBIZ SOLUTIONS PTE. LTD.

Description

Key Responsibilities:

1. Team Leadership: Lead and mentor a team of service desk engineers, providing guidance, coaching, and support to ensure high performance and professional development. Foster a positive and collaborative work environment focused on delivering outstanding customer service.

2. Incident Management: Oversee the timely and effective resolution of incidents, ensuring adherence to established service level agreements (SLAs) and incident management processes. Coordinate with technical teams to escalate and resolve complex issues as needed.

3. Problem Management: Drive the identification and resolution of underlying problems to prevent recurring incidents and minimize service disruptions. Implement proactive measures and root cause analysis techniques to improve service reliability and stability.

4. Service Request Fulfilment: Manage service request fulfilment processes, ensuring prompt and accurate delivery of requested services and resources. Develop and maintain service catalogs, standard operating procedures, and knowledge base articles to support service delivery.

5. Performance Monitoring: Monitor service desk performance metrics and KPIs, identifying trends, areas for improvement, and opportunities to enhance efficiency and effectiveness. Generate regular reports and dashboards to communicate performance to stakeholders.

6. Continuous Improvement: Lead continuous improvement initiatives to enhance service desk processes, tools, and capabilities. Implement best practices, automation solutions, and technology enhancements to optimize service delivery and customer satisfaction.

7. Knowledge Improvement: Develop knowledge improvement for service desk members to enhance technical knowledge and industry trends and best practices.

Qualifications:

· Minimum of 2 years of experience in service desk operations, or leadership and managerial role.

· Strong technical background with expertise in IT service management (ITSM) principles, methodologies, and tools (e.g., ITIL, ServiceNow).

· Excellent leadership and management skills, with the ability to inspire and motivate teams to achieve performance goals and objectives.

· Proven experience in incident management, problem resolution, and service request fulfilment within a fast-paced environment.

· Solid understanding of performance metrics and KPIs related to service desk operations, with the ability to analyse data and drive improvement initiatives.

· Effective communication and interpersonal skills, with the ability to interact professionally with customers, stakeholders, and technical teams.

· Experience with service desk automation, self-service portals, and knowledge management systems is a plus.