IT Service Desk Manager

5 day work week : Monday to Friday

Location : Changi Airport

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

. Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team.

. Leads the team to perform service recovery in the event of issues.

. Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.

. Mentor, provide guidance and support to the Service Desk team.

. Lead and develop the service desk team, including hiring, training, and performance evaluations.

. Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery.

. Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.

. Identify and implement improvements along with updating of documentation for service desk processes and procedures.

. Foster a customer-centric culture within the team, emphasising excellent customer service.

. Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.

. Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.

. Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.

. Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.

. Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

. Diploma in Computer Science, Information Technology, or a related field.

. ITIL 4 Foundation Certification

. ITIL 4 Intermediate / Expert preferred

. Project Management Professional (PMP) or similar will be an added advantage.

. Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage

. Proficiency in using ESM tools such as ServiceNow.

. Prior experience in a service delivery or IT management role within a corporate environment.

. Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

. Excellent leadership, team and stakeholder management skills.

. Strong communication and interpersonal skills.

. Strategic thinking and problem-solving abilities.

. Strong time management and multitasking skills.

. High level of customer service orientation.