Service Desk Manager

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(Preferred for Singapore based candidates)

RESPONSIBILITIES

• Act as a point of contact for Service Desk delivery matters.
• Supports and manage a team of Service Desk Engineers to achieve agreed service levels with all accounts.
• Disseminates information received from client contact point to the Service Desk Engineers as soon as possible and ensures that they are fully briefed on the information received.
• Conduct regular meetings to ensure team members have complete understanding of process and procedures.
• Provide preliminary findings and investigation to customer complaints received by Service Desk Engineers.
• Prepare Service Desk Reports.
• Works on the shift roster.
• Undertakes administration duties associated with Service Desk Engineers leave application and claims of allowance, transport and expenditure.
• Ensure Service Desk Engineers adhere to all processes.
• Provide input to Service Desk Tower Manager in regards to Service Desk Engineers performance for performance evaluations.
• Provide input to Service Desk Tower Manager in the development of Service Desk Engineers training plans.
• Coordinate delivery of a consistent and uniform high quality service to customers.
• Regularly inspect, sample & audit the entire incident management process.
• Determine, document & closely monitor any areas that may need improvement.
• Ensure team’s compliance with national and international quality standards and benchmark.
• Actively participate in internal, external and client audits, where required.
• Support business improvement initiatives for the accounts (ie ISO certifications, Six Sigma Projects, ITIL processes)

REQUIREMENTS

Core Skills:
Technical

• Adequate knowledge of applicable software to infer statistical data. Familiarity with the tools, concepts and methodologies of quality management.

Behavioural

• Can deal with the complex relationships and the clashes of priorities and cultures that are bound to occur on large accounts and among diverse groups.

Essential:

• Minimum - Diploma in IT/Business Studies or equivalent.
• Preferably with ITIL v3/Process Management/ISO 20000 certification or knowledge.
• Fluent in written & spoken English.
• Excellent analytical abilities to grasp the key points from complicated details.

General CV submission 

Country: Singapore

Employment Type: Full time

Salary: Open