Deskside Support Lead

People Profilers; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading company in Singapore is seeking an Operations Lead for a 1-year renewable contract. The ideal candidate will have at least 4 years of experience in service delivery and operations management. Key responsibilities include overseeing daily operations, managing team performance, and ensuring customer satisfaction. This role offers the opportunity to drive team performance and build strong relationships with clients.

Qualifications

• At least 4 years of DSS working experience.
• Ability to lead a team.
• Good technical knowledge.

Responsibilities

• Oversee daily operations and manage team KPI results.
• Lead team members in service operations and resource management.
• Ensure service quality and customer satisfaction.

Skills

Leadership

Technical knowledge

Job description

• Assist the Operations Lead and Service Delivery Lead and Service Delivery Manager to oversee the daily operations including manage team KPI results.
• Supervise field resource work progress daily whereby ensuring jobs completion and closed timely.
• Take ownership and lead team members including process and workflow design, service operations and field service resource management.
• Drives 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 team's RACI, roles and responsibilities, workload, training roadmap.
• Manage internal resources service quality and performance against targets.
• Conduct regular operational reviews with service team members in identifying issues and tracking till resolution.
• Provide assistance and advise field resources including handling of escalation cases.
• Manages any assigned work-related escalations with client and internal stakeholders when required.
• Understand customers requirements and needs. Build strong relationship with customers.
• Whenever required, to participate in work meetings with management team and customer team.

Requirements:

• At least 4 years of DSS working experience
• Ability to lead
• Good technical knowledge
• Candidate who is available within short notice is preferred.

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]

Registration Number: R1766577

EA License Number: 02C4944

Working Experience Operations Resume Team Performance Resource Management Escalation Service Delivery Daily Operations Ownership Registration Reviews LTD Customer Satisfaction Design Training Management