Service Desk Team Lead

Job Title: Service Desk Team Lead (ITSM/ServiceNow)

• Location: Singapore - Ang Mo Kio or Bedok
• Salary: Up to SGD 4,300/month
• Employment Type: 12 months contract - renewable and extensions depending on business needs and performance
• Working Hours: Staggered 8.5-hour shifts between 7:30 AM - 7:30 PM (SGT), Weekend duty as per operational requirement, 5 days a week

Position Summary

We are looking for an experienced Service Desk Team Lead with strong ITSM expertise to oversee day-to-day operations and ensure exceptional end-user support. The ideal candidate will have solid hands-on experience with ServiceNow and proven leadership in managing a service desk team.

Key Responsibilities

. Lead and guide a team of Service Desk Agents providing first-level technical support.

. Serve as the escalation point for unresolved issues and ensure prompt resolution.

. Monitor incident restoration and service levels, ensuring SLA compliance.

. Track call statistics, perform gap analysis, and identify service improvement opportunities.

. Coach and mentor team members, managing training needs and performance.

. Prepare and maintain accurate service reports and documentation.

. Ensure all incidents and requests are logged and updated in ServiceNow according to ITSM standards.

. Collaborate with stakeholders to communicate updates, escalations, and recommendations.

Requirements

. Education: Diploma or higher.

Minimum 2 years of experience as a Service Desk Team Lead in an IT environment.

Proven hands-on experience with IT Service Management (ITSM) processes.

Strong working knowledge of ServiceNow for incident and request management.

Technical Skills:

Proficiency in Windows Operating Systems, Active Directory administration, and Microsoft Office.

Soft Skills:

Excellent written and spoken English.

Strong leadership, situational management, and communication skills.

Application Process: If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at [Confidential Information]!

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