IT Service Desk Team Lead — Lead, Optimize & Support

Maltem Asia-Pacific; Singapore; Vor Ort; SGD 60.000 - 100.000; Vollzeit

Zusammenfassung

Maltem Asia-Pacific is seeking an IT Service Desk Team Lead for a client in the Education sector in Singapore. You will oversee day-to-day operations of the service desk, coordinate incident logging and prioritisation, monitor queues and performance metrics, and support the team in troubleshooting end-user issues.

The role requires IT qualifications or equivalent experience, knowledge of ITSM tools, strong leadership and communication skills, and the ability to work in a fast-paced multi-user

Qualifikationen

• Experience in IT service desk or technical support operations.
• Experience coordinating or leading a service desk team.
• Knowledge of ITSM tools and incident management.
• Strong communication, leadership and customer service skills.

Aufgaben

• Lead the day-to-day operations of the IT Service Desk.
• Coordinate first-level support activities and ensure incidents are logged and prioritised correctly.
• Monitor ticket queues, response times, resolution rates and outstanding cases.
• Support the team in troubleshooting hardware, software, account and connectivity issues.
• Ensure incidents are escalated to the appropriate technical teams within agreed timelines.
• Review ticket quality, documentation and adherence to support procedures.
• Coach team members and support knowledge sharing and training.
• Prepare service performance reports and identify opportunities for improvement.
• Coordinate extended support coverage and operational handovers where required.
• Maintain effective communication with users and client stakeholders.

Kenntnisse

Service desk leadership

Incident management

ITSM tools

Windows

Microsoft 365

Communication

Leadership

Customer service

SLA tracking

Ausbildung

IT qualification

Tools

ITSM tools

Jobbeschreibung

Maltem Asia-Pacific is seeking an IT Service Desk Team Lead for a client in the Education sector in Singapore. You will oversee day-to-day operations of the service desk, coordinate incident logging and prioritisation, monitor queues and performance metrics, and support the team in troubleshooting end-user issues.

The role requires IT qualifications or equivalent experience, knowledge of ITSM tools, strong leadership and communication skills, and the ability to work in a fast-paced multi-user