Job Summary
Manage and lead the delivery of desktop IT concierge services, driving client satisfaction and operational excellence through team leadership, process optimization, and strategic resource management.
Responsibilities
- Manage and oversee desktop IT concierge service delivery to meet client expectations and Service Level Agreements (SLAs) by monitoring performance and proactively resolving deviations
- Lead and mentor a team of IT support professionals to foster continuous improvement and high performance through regular coaching and performance reviews
- Serve as the primary client liaison, addressing and resolving client concerns promptly to maintain and enhance client satisfaction
- Oversee incident and service request management for desktop and end-user support, ensuring timely resolution and efficient handling of requests to optimize customer experience
- Develop, implement, and enforce standard operating procedures (SOPs) to streamline workflows and improve service delivery efficiency and effectiveness
- Generate and analyze regular reports on service performance, SLA compliance, and client satisfaction to identify trends, root causes, and opportunities for improvement
- Integrate new tools and technologies into the desktop support environment by staying informed on emerging IT service management trends and best practices
- Manage budgets and allocate resources effectively to meet current and future client demands while optimizing operational costs
Required competencies and certifications
- Minimum 5 years of experience in IT service delivery focused on desktop support and end-user services
- Bachelor's degree in Information Technology, Computer Science, or a related field
Preferred competencies and qualifications
- ITIL Foundation certification or equivalent
- Microsoft Modern Desktop Administrator certification
- Strong understanding of desktop environments, including hardware, software, and IT support tools
- Proven leadership skills to manage and motivate IT teams, driving performance and engagement
- Excellent communication and interpersonal skills to build and maintain strong client and stakeholder relationships
- Strong analytical and problem-solving skills to effectively manage and resolve complex IT issues
- Exceptional planning and organizational skills to deliver results in a fast-paced environment
Other Information
- Work schedule: 5-day week
- Position location: AMK
Maestro HR
damien lee tian hong
R1106726
16C8462
