Service Desk Manager

Job Title: Service Desk Manager
Contract Type: Contract
Location: Singapore
Salary: Negotiable
Reference: 242827
Contact Name: Maricris Fermin
Contact Email:
Job Published: May 13, 2022 15:42

Job Description

Service Desk Manager

  • 6 months contract role, with potential conversion to a permanent role based on performance
  • Office Location: Depot Road
  • Working Hours: Standard office hours
The Client
  • MNC IT Company
The Opportunity
  • Lead a group of Service Desk agents in providing quick response to Customer's Incident tickets and Service Request
  • Coach the Service Desk agents to equip with necessary knowledge and skill to provide level 1 troubleshooting and resolution
  • Monitor and manage call and ticket queue
  • Oversee requests, incidents and problems. Manage and coordinate urgent and complicated support issues.
  • Act as escalation point for all requests and incidents
  • Develop and mature call/ticket escalation processes to ensure free flowing escalation and information
  • Determine root cause of issues and communicate appropriately to internal and external Customers
  • Manage process for communicating outage/ emergency activities to the internal and external Customers
  • Implement the proper balance of staff and processes
  • Responsible for the reporting of the Monthly Progress Report to external Customer and internal management
  • Analyze performance trends and recommend solutions for any areas having downward trends
  • Ticket deep dive and develop strategies for improvement
  • Documents and updates procedures to improve quality of service
  • Oversee staff and operations activities
  • Develop service and business level agreements to set expectations and measure performance
  • Manage the operating cost and office facilities
Your Background
  • Diploma / Bachelor's degree in Computer Science, Information Systems, Communications or related field
  • Possess leadership and people management skills
  • Experience in managing a Service Desk team

EA Licence: 08C5248