IT Service Desk Manager

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

Job summary

An innovative technology firm based in Singapore is seeking an IT Service Desk Manager to lead a high-performing team. The role involves ensuring service delivery meets quality standards, managing escalations, and driving continuous improvement initiatives. Candidates should have at least 3 years of IT Service Desk management experience, alongside a Diploma in Computer Science or related fields and ITIL certification. This position offers a competitive salary and the chance to work in a dynamic environment.

Qualifications

• At least 3 years of IT Service Desk management experience in a corporate environment.
• Exceptional leadership, communication, and stakeholder management skills.
• Strong strategic thinking, multitasking, and time management abilities.

Responsibilities

• Ensure IT services meet SLA and quality benchmarks.
• Lead and inspire the Service Desk team.
• Drive process and tools optimization for efficiency.
• Engage stakeholders and deliver insightful reports.

Skills

Excellent Communication Skills

Leadership

Customer Service

Time Management

Stakeholder Management

Service Delivery

Mentoring

Education

Diploma in Computer Science, IT, or related fields

ITIL 3 Foundation certification

Tools

ServiceNow

M365

Active Directory

Job description

Roles & Responsibilities

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 the 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.

Tell employers what skills you have

• Excellent Communication Skills
• Mentoring
• Leadership
• Microsoft Office
• Operational Excellence
• Talent Acquisition
• Ticketing
• Service Management
• Active Directory
• Information Technology
• Service Desk
• Networking
• Resourcing
• Time Management
• Advocate
• AV
• ITIL
• Customer Service
• Stakeholder Management
• Service Delivery