Deskside Support Lead ($4K, Work in Bank)

• Raffles Place

• 5 days week

• Cozy banking working environment

• MNC

• $4000

• Bonus

• In house Role

• Immediate Interview

Our client is a MNC.

They are looking for:

• Deskside Support Lead

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, ensuring job completion and timely 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 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 them to 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 customers' requirements and needs, and build strong relationships with customers.

• Participate in work meetings with the management team and customer team whenever required.

Requirements

• Minimum 4 years of DSS experience.

• Ability to lead.

• Good technical knowledge.

EA License No: 14C7092

EA Registration No: R1105066 (Tan Sze Min)