IT Service Desk Manager

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

Job summary

A leading IT service company in Singapore seeks a Service Desk Manager to oversee operations, mentor staff, and maintain high service standards. The role requires strong leadership, communication skills, and a solid background in IT service management. Ideal candidates will have at least 3 years of experience and relevant certifications. Competitive salary and career development opportunities are offered.

Qualifications

• Minimum 3 years experience managing IT Service Desk operations.
• Proficiency in ESM tools like ServiceNow.
• Experience in service delivery or IT management roles.

Responsibilities

• Oversee delivery of IT services, adhering to SLAs.
• Mentor and guide the Service Desk team.
• Manage daily manpower resources for the Service Desk.
• Implement service improvement plans.
• Stay relevant with industry trends.

Skills

Leadership

Customer service orientation

Strategic thinking

Problem-solving

Communication

Time management

Multitasking

Stakeholder management

Education

Diploma in Computer Science, Information Technology or related field

ITIL 4 Foundation Certification

ITIL 4 Intermediate / Expert

Project Management Professional (PMP) or similar

Tools

ServiceNow

Job description

Overview

5 day work week: Monday to Friday.

Location: Changi Airport.

Responsibilities

• 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 team.
• Lead 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 service desk 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.
• Attend regular meetings (weekly and monthly) with the Team and prepare weekly and monthly reports.
• Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
• Provide suggestions to the team on what to update in the IT Service Desk 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.

Qualifications

• Diploma in Computer Science, Information Technology, or a related field.
• ITIL 4 Foundation Certification
• ITIL 4 Intermediate / Expert preferred
• Project Management Professional (PMP) or similar will be an added advantage.
• 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.
• 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.
• Excellent leadership, team and stakeholder management skills.
• Strong communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Strong time management and multitasking skills.
• High level of customer service orientation.