Assistant Manager, IT Servicedesk

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.

Responsibilities:

• 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.

Requirements:

• 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.