IT Support Lead

FRONTIER FORCE TECHNOLOGY PTE LTD; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology services provider in Singapore seeks an IT Manager to oversee the operations of the IT support team. Responsibilities include managing service delivery, acting as an escalation point for issues, and driving quality improvements. Ideal candidates should have expertise in ITIL processes and strong leadership capabilities. This role offers opportunities to enhance user satisfaction and service efficiency.

Responsibilities

• Oversee the daily operations of the IT support team, ensuring timely and effective resolution of user issues and service requests.
• Manage end-to-end IT service delivery, ensuring adherence to SLAs, KPIs, and quality standards.
• Act as the primary escalation point for technical issues and service disruptions.
• Coordinate and allocate tasks among support engineers to ensure balanced workload and optimal productivity.
• Monitor service performance and generate regular reports on incident trends, response times, and service improvements.
• Maintain ITIL-based service management processes (incident, problem, and change management).
• Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
• Maintain the IT service catalog and ensure all support documentation, SOPs, and knowledge base articles are up to date.
• Support planning and execution of system upgrades, maintenance, and deployment projects.
• Report to IT management on service performance, improvement plans, and user feedback.

Job description

• Oversee the daily operations of the IT support team, ensuring timely and effective resolution of user issues and service requests.
• Manage end-to-end IT service delivery, ensuring adherence to SLAs, KPIs, and quality standards.
• Act as the primary escalation point for technical issues and service disruptions.
• Coordinate and allocate tasks among support engineers to ensure balanced workload and optimal productivity.
• Monitor service performance and generate regular reports on incident trends, response times, and service improvements.
• Maintain ITIL-based service management processes (incident, problem, and change management).
• Drive continuous improvement initiatives to enhance service quality and customer satisfaction
• Maintain the IT service catalog and ensure all support documentation, SOPs, and knowledge base articles are up to date.
• Support planning and execution of system upgrades, maintenance, and deployment projects.
• Report to IT management on service performance, improvement plans, and user feedback.