IT Support Team Lead

Masters Career Consultancy Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in Singapore is seeking an experienced Team Lead for IT support operations. The role involves managing a team, ensuring high-quality service delivery, and enhancing customer satisfaction through effective strategies. Candidates should have a minimum of 2 years of team leadership experience and a focus on customer service excellence.

Qualifications

• Minimum 2 years of experience as a Team Lead managing a team of 12.

Responsibilities

• Assist Supervisor in managing daily IT support operations.
• Lead on-site support team to meet SLA and KPI.
• Monitor service delivery for positive customer experience.

Skills

Team Leadership

Customer Service

Job description

Job Responsibilities:

• Assist the Supervisor in managing daily IT support operations, including staffing, scheduling, and performance management.

• Lead the on-site support team to ensure service level agreements (SLA) and key performance indicators (KPI) are consistently met.

• Monitor and ensure high-quality service delivery with a focus on a positive end-to-end customer experience.

• Collaborate with the team to improve first-contact resolution rates and service effectiveness.

• Manage escalated customer inquiries and resolve operational issues promptly in accordance with SLA targets.

• Support the development and implementation of strategies to enhance IT Concierge Services and customer satisfaction.

• Drive knowledge management initiatives to capture, update, and share information on current IT applications and self-help tools.

Job Requirements:

• Minimum 2 years of experience as a Team Lead and able to manage a team of 12 members.

• Experience in Tech Bar environment will be an added advantage.