IT Operation Manager -Service Desk

OPENSOURCE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT service company in Singapore is looking for a Service Desk Manager. You will oversee IT service delivery, manage incidents, mentor the team, and ensure adherence to ITIL best practices. The ideal candidate has a degree in IT, certifications in ITIL, and over 3 years of experience in service desk operations. This role offers opportunities for professional development and leadership in a customer-centric environment.

Qualifications

• Degree in a relevant field preferably Computer Science or IT.
• ITIL 4 Foundation Certification, intermediate/expert preferred.
• PMP or similar certification advantageous.
• At least 3 years of experience in IT Service Desk operations.

Responsibilities

• Oversee delivery of IT services with established SLAs.
• Handle escalations and manage major incidents.
• Mentor and support Service Desk team.
• Develop and lead Service Desk team, including hiring and training.
• Implement service improvement plans.

Skills

Strong understanding of end user computing devices

M365 applications

Network management

Endpoint protection

Video Conferencing/AV solutions

Proficiency in ServiceNow

Education

Degree in Computer Science, Information Technology, or a related field

Job description

A. Job Description

• Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.
• Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the EDX team.
• Leads the team to perform service recovery in the event of issues.
• Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.
• Mentor, provide guidance and support to the Service Desk team.
• Lead and develop the service desk team, including hiring, training, and performance evaluations.
• Ensure the team knows how to use the provided ESM tool (e.g., ServiceNow) effectively for ticket management and service delivery.
• Ensure the entire team is familiar with and kept up-to-date on the servicedesk processes and workflow.
• Identify and implement improvements along with updating of documentation for service desk processes and procedures.
• Foster a customer-centric culture within the team, emphasising excellent customer service.
• Attends regular meeting (weekly and monthly) with EDX Team and prepare weekly and monthly reports.
• Suggest and implement service improvement plans to enhance servicedelivery and employee satisfaction.
• Provide suggestions to the EDX team on what to update in the IT ServiceDesk playbook, ensuring it is comprehensive and current.
• Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
• Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

B. Education

• Degree in Computer Science, Information Technology, or a related field.

C. Certifications

• ITIL 4 Foundation Certification
• ITIL 4 Intermediate / Expert preferred
• Project Management Professional (PMP) or similar will be an added advantage.

D. Technical Skills

• Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/AV solutions will be an advantage.
• Proficiency in using ESM tools such as ServiceNow.

E. Experience

• Prior experience in a service delivery or IT management role within a corporate environment.
• Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.