Call Centre Manager/ IT Support Manager

STAR CAREER CONSULTING PTE. LTD.; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

STAR CAREER CONSULTING PTE. LTD. in Singapore is seeking a Call Centre Manager / IT Support Manager to oversee a small team and manage application support for clients.

You will handle Level 1 and 2 ticketing, ensure SLA adherence, log issues, and coordinate on-call coverage, including overseas engineers when required. Strong ITSM knowledge and leadership skills are essential.

Qualifications

• Min. 3 years of ticketing support experience.
• Experience in managing 1-2 team members.
• Hands-on ITSM and incident/problem management knowledge.

Responsibilities

• Provide Level 1 and Level 2 application support via email and phone.
• Log issues in the tracking system and manage SLA obligations.
• Lead 1-2 support engineers and oversee service quality and client satisfaction.
• Coordinate after-hours on-call coverage as needed.

Skills

Ticketing support

Customer service

Team leadership

SLA management

Tools

ServiceNow

Jira Service Desk

SQL

APIs

Cloud platforms

Job description

Call Centre Manager/ IT Support Manager

The successful incumbent will be handling application support for our clients as well as overseeing a team of 1-2 support analysts.

Responsibilities:

• Provide Level 1 and Level 2 ticketing support via email and phone.
• Managed external clients support on application related issues within the Service Level Agreement.
• Log all support issues in the company issue tracking system.
• Perform ongoing configuration of support issues
• Ensure all ticketing issues are supported and managed.
• Provide after work hours phone stand-by support (on shift with other support analysts) and/or ah-hoc cover for other support analysts (including overseas ones) when required.
• Good leadership skills and involved in managing 1-2 Support Engineers.
• Possess high level service support to our existing clients.
• Ensuring high levels of clients’ satisfaction delivery of service quality.
• Monitor all outstanding tickets and ensure that they are escalated appropriately and timely.
• Ensure that all outstanding tickets are resolved in alignment to the business SLA obligations and internal standards.

Requirements:

• Strong in providing Level 1 & 2 Application Support.
• Good in providing Ticketing Support and handling of SLA.
• Demonstrated good customer support experie nce.
• Min. 3 years of ticketing support experience.
• Experience in managing 1-2 team members.
• Experience in going through the ticketing life cycle and managing SLA.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Technical knowledge of databases (SQL), integration layers, cloud platforms, and APIs.
• Familiarity with ITIL practices, especially incident and problem management.

We respect your privacy and all communication will be treated with confidentiality.