Key Responsibilities:
1. Service Delivery Oversight:
- Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and SLAs.
- Monitor service performance and proactively address any deviations from agreed standards.
2. Team Leadership:
- Lead and mentor a team of IT support professionals, fostering a culture of excellence and continuous improvement.
- Conduct regular performance reviews, provide coaching, and develop team members to achieve their full potential.
3. Client Relationship Management:
- Serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded.
- Address and resolve client concerns promptly, maintaining high levels of satisfaction.
4. Incident and Request Management:
- Oversee the resolution of desktop and end-user support incidents, ensuring timely and effective responses.
- Implement and manage processes for handling service requests, prioritizing efficiency and customer experience.
5. Process Optimization:
- Develop and enforce standard operating procedures (SOPs) for desktop IT concierge services.
- Continuously review and improve workflows to enhance service delivery efficiency and effectiveness.
6. Reporting and Analytics:
- Generate regular reports on service performance, SLA compliance, and client satisfaction.
- Use data analytics to identify trends, root causes of issues, and opportunities for improvement.
7. Technology Integration:
- Ensure seamless integration of new tools and technologies into the desktop support environment.
- Stay updated on emerging trends and innovations in IT service management to incorporate best practices.
8. Budget and Resource Management:
- Manage budgets for desktop IT concierge services, ensuring optimal allocation of resources.
- Plan and coordinate resource allocation to meet current and future client demands.
Key Requirements:
. Experience: Minimum 5 years of experience in IT service delivery, with a focus on desktop support and end-user services.
. Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications such as ITIL Foundation or Microsoft Modern Desktop Administrator are preferred.
Technical Expertise: Strong understanding of desktop environments, hardware, software, and IT support tools.
Leadership Skills: Proven ability to manage and motivate a team of IT professionals, driving performance and engagement.
Client-Focused: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
Problem-Solving: Strong analytical and problem-solving skills to manage and resolve complex issues effectively.
Organizational Skills: Exceptional planning and organizational abilities, with a focus on delivering results in a fast-paced environment.
5day week
.. Position will be based in AMK
Maestro HR
damien lee tian hong
R1106726
16C8462
