Deskside Support Lead

People Profilers; Singapore; On-site; SGD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic team leader to oversee a group of DSS engineers. This role encompasses managing daily operations, ensuring service quality, and driving team performance to meet contractual targets. The ideal candidate will have a strong technical background and at least four years of DSS experience. This is a fantastic opportunity to lead a dedicated team in a fast-paced environment where your leadership will directly impact service delivery and customer satisfaction. If you're ready to take on this challenge and lead a team to success, we want to hear from you!

Qualifications

• At least 4 years of DSS working experience required.
• Ability to lead and manage a team effectively.

Responsibilities

• Oversee a team of DSS engineers and manage daily operations.
• Ensure service quality and customer satisfaction in service delivery.

Skills

Leadership

Technical Knowledge

DSS Experience

Job description

Responsibilities:

• Oversee a team of DSS engineers.
• Assist the Operations Lead, Service Delivery Lead, and Service Delivery Manager in overseeing daily operations, including managing team KPI results.
• Supervise field resource work progress daily to ensure timely job completion and closure.
• Take ownership and lead team members in process and workflow design, service operations, and field service resource management.
• Drive internal team performance to meet contractual service level management targets, recovery, and improvement plans.
• Ensure service quality in all aspects of service delivery, including customer satisfaction and team morale.
• Manage the team's RACI, roles and responsibilities, workload, and training roadmap.
• Manage internal resources' service quality and performance against targets.
• Conduct regular operational reviews with service team members to identify issues and track resolution.
• Provide assistance and advice to field resources, including handling escalation cases.
• Manage any assigned work-related escalations with clients and internal stakeholders when required.
• Understand customer requirements and needs; build strong relationships with customers.
• Participate in work meetings with the management team and customer team when required.

Requirements:

• At least 4 years of DSS working experience.
• Ability to lead.
• Good technical knowledge.
• Preference for candidates available on short notice.

Working hours: 9am to 6.30pm. Standby: required to do weekly standby once a month (allowance will be paid; activation is very rare).

Please note that this is a 1-year renewable contract.

We regret that only shortlisted candidates will be notified.

Interested applicants kindly click on apply now or send your updated resume to [e-mail].

Berlyn Lum Miao Yu

Registration Number: R1766577

EA License Number: 02C4944

People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705

http://www.peopleprofilers.com