Enterprise Service Desk Operation, Shift Leader

GMP Technologies; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

GMP Technologies (S) Pte Ltd is seeking an Enterprise Service Desk Operation, Shift Leader to supervise on-shift incident management, triage, and handovers, ensuring quality support and adherence to SOPs.

You will coordinate with internal teams, vendors, and service providers to resolve major incidents, manage changes with minimal downtime, and drive continuous improvement through training and knowledge sharing.

Qualifications

• Bachelor's degree in a relevant field.
• ITIL V4 Foundation certification with hands-on ServiceNow experience.
• Certifications in Agile, Six Sigma, or similar methodologies.
• Experience in customer support, ideally in technical support or service desks.
• Proven expertise in managing major incidents.
• Strong troubleshooting and problem-solving skills.
• Excellent documentation of interactions and resolutions.

Responsibilities

• Serve as the senior on shift, ensuring proper handovers and high-quality customer support.
• Monitor performance and manage incidents, escalations and crisis processes.
• Coordinate with internal teams, vendors and service providers to resolve incidents.
• Maintain logs and incident reports with updates for stakeholders.
• Identify knowledge gaps and drive training and continuous improvement.

Skills

Customer support

Incident management

Troubleshooting

Documentation

Training delivery

Education

Bachelor's degree in relevant field

ITIL V4 Foundation certification

Agile/Six Sigma certifications

Tools

ServiceNow

Job description

Enterprise Service Desk Operation, Shift Leader

About the job Enterprise Service Desk Operation, Shift Leader

Responsibilities:

• Serve as the senior on shift, ensuring proper handovers, delivering high-quality customer support through effective case management and triaging, and executing Standard Operating Procedures for incident and request management.
• Monitor product and service performance, promptly executing operational procedures or escalating as needed to ensure swift resolution, while managing major incidents through effective communication with customers and leadership, overseeing communication bridges, and invoking crisis and security management processes.
• Coordinate with internal teams, vendors, and service providers to ensure timely incident resolution, request fulfillment, effective communication, and minimal downtime during changes.
• Manage complex and escalated cases, maintain accurate logs and incident reports with comprehensive updates for stakeholders, document all actions in compliance with company policies, and utilize various tools to monitor, remediate, and manage assigned tickets.
• Identify and address knowledge gaps, drive continuous improvement initiatives to enhance operational efficiency, and develop and deliver effective training programs, including on-the-job training.

Qualifications:

• Bachelor's degree in a relevant field.
• ITIL V4 Foundation certification with hands-on experience using ServiceNow.
• Certifications in Agile, Six Sigma, or similar methodologies.
• Demonstrated experience in customer support, ideally in technical support or service desk environments.
• Proven expertise in managing all aspects of major incidents.
• Strong troubleshooting and problem-solving skills for effectively diagnosing and resolving technical issues.
• Excellent documentation skills for accurately recording customer and internal interactions and resolutions.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | Tang Lee Ling | Registration No: R1106845