Helpdesk / Service Desk Lead (Banking)

TANGSPAC CONSULTING PTE LTD; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading bank in Singapore seeks a Service Desk Lead to manage IT service desk operations, ensuring high-quality IT support and continuous improvement. Candidates should have 5+ years of IT support experience, with a strong understanding of ITIL processes. The ideal candidate has exceptional communication and problem-solving skills. Interested candidates can apply by emailing their resume.

Qualifications

• 5+ years of IT support experience, with at least 2 years in a leadership or supervisory role.
• Strong understanding of ITIL processes and service management tools.
• Experience in banking or financial services sector is highly preferred.

Responsibilities

• Lead daily operations of the IT service desk, ensuring prompt resolution of incidents.
• Oversee a team of service desk analysts, providing guidance and performance management.
• Monitor service desk KPIs and SLAs, ensuring adherence to agreed service levels.

Skills

ITIL processes

ServiceNow

Problem-solving

Communication

Education

Bachelor’s degree in Information Technology

Tools

ServiceNow

Remedy

Job description

Our client, a leading bank, is seeking an experienced Service Desk Lead to oversee and manage its IT service desk operations. This role is responsible for ensuring high-quality, timely, and effective IT support services to internal users, maintaining strong service standards, and driving continuous improvement initiatives.

Key Responsibilities:

• Lead and manage the daily operations of the IT service desk, ensuring prompt resolution of incidents and service requests.
• Oversee a team of service desk analysts, providing guidance, coaching, and performance management.
• Monitor service desk KPIs and SLAs, ensuring adherence to agreed service levels.
• Act as the primary escalation point for complex incidents and ensure timely resolution in coordination with other IT teams.
• Drive the adoption of ITIL best practices for incident, problem, and request management.
• Implement service improvement initiatives to enhance efficiency and end-user satisfaction.
• Coordinate with technology teams to address recurring issues and recommend preventive measures.
• Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
• Collaborate with vendors and third-party service providers to ensure seamless service delivery.
• Prepare regular service performance reports for management review.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years of IT support experience, with at least 2 years in a leadership or supervisory role.
• Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Remedy).
• Experience working in the banking or financial services sector is highly preferred.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to work in a fast-paced environment and manage competing priorities.
• ITIL Foundation certification or higher is an advantage.

Interested candidates please email your latest resume to [e-mail]