Desktop Team Lead

GOLDTECH RESOURCES PTE LTD; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading company in Singapore is seeking an experienced IT Lead to oversee service delivery and ensure compliance with customer SLAs. The ideal candidate will have a strong background in IT outsourcing, excellent communication skills, and a proactive approach to problem-solving. You will be responsible for leading a team, monitoring performance, and implementing service improvement strategies. If you are self-motivated and possess a customer service focus, we encourage you to apply.

Qualifications

• More than 5 years IT outsourcing experience with proven track records preferred.
• Ability to communicate clearly with technical and non-technical audiences.

Responsibilities

• Lead onsite reporting to Service Delivery Manager.
• Monitor team performance and provide guidance.
• Submit regular reports to management.

Skills

Customer Service

Problem Solving

Teamwork

Communication

Organizational Skills

Education

Diploma or Bachelor’s Degree in Information Technology

ITIL 3 or 4 Foundation Certification

Tools

Windows OS

Power Shell Script

Job description

Job Description :

• Dedicated onsite Lead reporting to Service Delivery Manager
• Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met
• Monitor all team members’ performance and provide necessary advice and guidance
• Organize regular meetings and trainings to share with team members new techniques and methods to fulfil the SOP’s and SLA requirements
• Perform regular check of the operations to discover areas of weaknesses and fortify them
• Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan
• Submit reports on a regular basis to the Service Delivery Manager and customer management
• Provide solution to any complex IT issues escalated by the team members
• Suggest appropriate technologies to customers to be adopted to meet present and future demands of the business
• Perform regular appraisal of team members’ performance and devise strategies to help with improvement
• Analyse and provide new ideas for service improvement
• Manage staff movement and keep track of daily attendance and activities
• Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction
• Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation.
• Support all business areas with technical expertise and provide outstanding service to end-users
• Implement and execute the SOP to ensure customer satisfaction

Job Requirements:

• Diploma or bachelor’s degree in information technology/information system/computer science. Business IT or other relevant disciplines.
• ITIL 3 or 4 Foundation Certified preferred.
• More than 5 years IT outsourcing experience with proven track records preferred
• Strong customer service focus. Self-motivated and proactive in resolving issues and identifying new opportunities on account.
• Ability to work in a team environment.
• Communicate clearly with technical and non-technical audiences, both verbally and written.
• Strong organizational skills and ability to prioritize tasks among many competing requests.
• Strong analytical and problem-solving skills, combines with the ability to provide quick resolution to problems.
• Effective interpersonal skills, both written and presentation.
• Professional attitude and demeanour.
• Possess a full and broad understanding of services including EUC, System and Network technologies.
• Technical knowledge in IT technology (EUC, System, Network, Backup/Restore).
• Strong Technical knowledge in Windows OS, Power Shell Script, etc. IT Services Management experience.

Please send your detailed resume in MS Word format to [e-mail] with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability