IT Service Desk Manager

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

Job summary

A technology services company in Singapore is seeking an IT Service Desk Manager to lead a high-performing team and ensure quality service delivery. The ideal candidate will have strong management experience and a background in IT service practices. Responsibilities include optimizing service processes, leading the team, and engaging with stakeholders. This role offers competitive pay between SGD 5,000 to 6,000 and is located at Changi Airport.

Qualifications

• Minimum 3 years of IT Service Desk management experience in a corporate environment.
• Experience with service delivery and quality control.
• Proficient in end-user computing, M365, networking, and AV solutions.

Responsibilities

• Ensure IT services meet SLA and quality benchmarks.
• Lead and inspire the Service Desk team.
• Optimize service desk processes and tools.

Skills

Leadership

Stakeholder management

Strategic thinking

Customer advocacy

Multitasking

Time management

Education

Diploma in Computer Science or IT

ITIL 3 Foundation certification

Tools

ServiceNow

Job description

Location: Changi Airport

Work Week: 5 Days

Salary Range: SGD 5,000 - 6,000

We are seeking a dynamic and driven IT Service Desk Mgr to join our team. This role offers the opportunity to lead a high-performing service desk function, contribute to a globally recognized organization, and make a real impact on operational excellence and customer experience.

Key Responsibilities

Service Delivery & Quality

• Ensure IT and administrative services consistently meet SLA and quality benchmarks.
• Take ownership of escalations, major incidents, and service recovery, ensuring timely and effective resolution.
• Drive continuous improvement initiatives to elevate service standards.

Team Leadership & Development

• Lead and inspire the Service Desk team by managing resourcing, training, mentoring, and performance evaluation.
• Champion a customer-first culture, fostering accountability and service excellence.
• Play a key role in talent acquisition and building a strong, future-ready team.

Process & Tools Optimization

• Ensure effective utilization of Enterprise Service Management tools (e.g., ServiceNow) for seamless ticketing and workflow management.
• Keep documentation, workflows, and processes up-to-date and aligned with best practices.
• Identify and implement innovations to enhance service desk efficiency.

Stakeholder Engagement & Reporting

• Represent the service desk in regular cross-functional meetings.
• Deliver insightful weekly and monthly reports, providing actionable recommendations.
• Offer feedback to refine the IT Service Desk playbook and drive operational improvements.

Strategic Growth & Industry Best Practices

• Stay ahead of emerging industry trends and integrate relevant practices into operations.
• Align service delivery with ITIL frameworks and global service management standards.
• Support the development of long-term strategies to future-proof the service desk.

Qualifications & Skills

Education & Certifications

• Diploma in Computer Science, Information Technology, or related fields.
• ITIL 3 Foundation certification.

Technical Skills

• Proficiency in end-user computing, M365, networking, and AV solutions.
• Strong hands‑on experience with ESM tools (e.g., ServiceNow).

Experience

• At least 3 years of IT Service Desk management experience in a corporate environment.

Soft Skills

• Exceptional leadership, communication, and stakeholder management skills.
• Strong strategic thinking, multitasking, and time management abilities.
• A natural customer advocate with a passion for service excellence.