Assistant Manager, IT Servicedesk

3-5 years
5 days ago
Job Description

Ranked among the world's top universities, NTU is home to world-class institutes - the National Institute of Education, S Rajaratnam School of International Studies, Earth Observatory of Singapore, and Singapore Centre for Environmental Life Sciences Engineering.

Our vision and mission are to be a great global university founded on science and technology, nurturing leaders, and creating societal impact through interdisciplinary education and research.

We are currently looking for a highly motivated Assistant Manager, IT (Service Desk) with contact centre experience to be part of our team! This position offers ample opportunities for skill development and career progression.


  • Overseeing the daily operations of the NTU Shared Services IT Service Desk managing a team of IT Service Desk Agents to deliver services desk services that meet Service Level Agreements (SLA).

  • Lead, mentor, and manage the IT Service Desk team to ensure exceptional performance.

  • Work closely with the various Level 2 Support Teams to perform issue resolution and adhere closely to the SLA and policies set by NTU.

  • Collaborate with other teams identifying areas for improvement and strategies to enhance customer experience.

  • Handle customer's complaint ensuring prompt and effective resolution.


  • Graduates in IT-related disciplines with 3-5 years of relevant customer service / contact centre experience

  • Minimum 3 years of experience in leading a team.

  • Strong leadership skills with the ability to motivate and guide a team toward achieving goals.

  • Excellent communication skills, both verbal and written.

  • Have passion for delivering outstanding customer experiences.

  • Problem-solving skills and the ability to handle difficult customer interactions with empathy and professionalism.

  • Strong organizational skills and the ability to multitask in a fast-paced environment.

  • Proficiency in using customer relationship management (CRM) software and other contact center tools.

  • Certification in customer service, contact center management, or a related field and ITIL certified are advantageous.

Hiring Institution: NTU

A research-intensive public university, Nanyang Technological University, Singapore (NTU Singapore) has 33,000 undergraduate and postgraduate students in the Engineering, Business, Science, Humanities, Arts, & Social Sciences, and Graduate colleges. It also has a medical school, the Lee Kong Chian School of Medicine, established jointly with Imperial College London. NTU is also home to world-class autonomous institutes - the National Institute of Education, S Rajaratnam School of International Studies, Earth Observatory of Singapore, and Singapore Centre for Environmental Life Sciences Engineering - and various leading research centres such as the Nanyang Environment & Water Research Institute (NEWRI) and Energy Research Institute @ NTU (ERI@N). Ranked amongst the world's top universities by QS, NTU has also been named the world's top young university for the past seven years. The University's main campus is frequently listed among the Top 15 most beautiful university campuses in the world and has 57 Green Mark-certified (equivalent to LEED-certified) buildings, of which 95% are certified Green Mark Platinum. Apart from its main campus, NTU also has a campus in Novena, Singapore's healthcare district. Under the NTU Smart Campus vision, the University harnesses the power of digital technology and tech-enabled solutions to support better learning and living experiences, the discovery of new knowledge, and the sustainability of resources. For more information, visit About NIE About RSIS About LKCMedicine About NTUItive