Tead lead for service desk

· Oversee the delivery of IT services, ensuring they meet established SLAs

· and service quality standards.

· Handle escalations and major incidents, ensuring timely resolution and

· effective communication with stakeholders. Investigate and escalate

· lapses or complaints relating to the Service Desk Engineers.

· Leads the team to perform service recovery in the event of issues.

· Manage daily manpower resourcing by overseeing both the Service Desk

· team and a pool of buffer Service Desk engineers to cover planned

· leaves/urgent leave/ medical leave.

· Mentor, provide guidance and support to the Service Desk team.

· Lead and develop the service desk team, including hiring, training, and

· performance evaluations.

· Ensure the team knows how to use the provided ESM tool (e.g.,

· ServiceNow) effectively for ticket management and service delivery.

· Ensure the entire team is familiar with and kept up-to-date on the service

· desk processes and workflow.

· Identify and implement improvements along with updating of

· documentation for service desk processes and procedures.

· Foster a customer-centric culture within the team, emphasising excellent

· customer service.

· Attends regular meeting (weekly and monthly) with SDM and

· prepare monthly reports.

· Suggest and implement service improvement plans to enhance service

· delivery and employee satisfaction.

· Desk playbook, ensuring it is comprehensive and current.

· Stay relevant with industry trends and best practices, integrating them

· into the service delivery strategy.

· Adhere to ITIL processes and frameworks, ensuring best practices in IT

· service management.

Requirement

· Degree in Computer Science, Information Technology, or a related field.

· ITIL 4 Foundation Certification

· ITIL 4 Intermediate / Expert preferred

· Project Management Professional (PMP) or similar will be an added

· advantage.

· Strong understanding of minimally end user computing devices, M365

· applications, network, endpoint protection and Video Conferencing/ AV

· solutions will be an advantage

· Proficiency in using ESM tools such as ServiceNow.

· Prior experience in a service delivery or IT management role within a

· corporate environment.

· Strong background in managing and leading IT Service Desk operations and

· teams for at least 3 years.

· Excellent leadership, team and stakeholder management skills.

· Strong communication and interpersonal skills.

· Strategic thinking and problem-solving abilities.

· Strong time management and multitasking skills.

· High level of customer service orientation.