5 day work week

Location : Changi Airport

Team Lead - Job Description

. Key Responsibilities:

. Assist the Ops Manager to oversee the delivery of IT services.

. Lead the team of Service Desk engineers to ensure they meet established SLAs and service quality standards.

. Provide L1 and L2 on-site / remote IT support for CLIENT employees.

. Provide dedicated support for approximately 200 VIP users.

. Be available for after-hours VIP (VP and above) support with advanced notice.

. Update the EDX team on daily manpower movement within the Service Desk team.

. Ensure adherence to established processes and best practices within the IT Service Desk playbook.

. Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex issues.

. Foster a positive team environment that promotes customer service and continuous improvement.

. Monitor and manage all ESM tickets and appointment system to ensure SLAs are met.

. Ensure balanced workload among the team.

. Escalate company-wide incidents or user dissatisfaction to the EDX team promptly.

. Share knowledge on desktop issues using the IT playbook for future reference and self-help.

. Track and analyze frequent complaints to identify areas for improvement.

. Work with the Ops Manager to suggest updates to the IT Service Desk playbook.

. Assist in implementing service improvement plans approved by the EDX team.

. Stay up to date with industry trends and integrate best practices into service delivery.

. Adhere to ITIL processes and frameworks for IT service management.