IT Support Manager (Call Centre)

STAR CAREER CONSULTING PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

STAR CAREER CONSULTING PTE. LTD. is seeking an IT Support Manager (Call Centre) to oversee a small team and handle application support for clients. You will lead 1-2 support analysts, coordinate Level 1 and 2 ticketing, and ensure service levels are met.

The role requires strong incident and problem management knowledge, experience with ITSM tools, and a customer-focused approach to maintain high client satisfaction and reliable service delivery.

Qualifications

• Min. 3 years of ticketing support experience.
• Experience managing 1-2 team members.
• Strong in Level 1 & 2 application support.
• Familiar with ITIL incident and problem management.
• Experience with ITSM tools like ServiceNow or Jira Service Desk.
• Knowledge of SQL, integration layers, cloud platforms, and APIs.

Responsibilities

• Provide Level 1 and Level 2 ticketing support via email and phone.
• Manage external client support on application related issues within SLA.
• Log all issues in the issue tracking system.
• Perform ongoing configuration of support issues.
• Ensure all ticketing issues are supported and managed.
• Provide after work hours phone stand-by support and/or ad-hoc cover for other support analysts.
• Good leadership skills and involved in managing 1-2 Support Engineers.
• Possess high level service support to our existing clients.
• Ensuring high levels of clients' satisfaction delivery of service quality.
• Monitor all outstanding tickets and ensure that they are escalated appropriately and timely.
• Ensure that all outstanding tickets are resolved in alignment to the business SLA obligations and internal standards.

Skills

Application support

Ticketing & SLA

Team leadership

ITSM tools (ServiceNow/Jira Service N)

SQL / databases

ITIL practices

Tools

ServiceNow

Jira Service Desk

Job description

IT Support Manager (Call Centre)

The successful incumbent will be handling application support for our clients as well as overseeing a team of 1-2 support analysts.

Responsibilities:

• Provide Level 1 and Level 2 ticketing support via email and phone.
• Managed external clients support on application related issues within the Service Level Agreement.
• Log all support issues in the company issue tracking system.
• Perform ongoing configuration of support issues
• Ensure all ticketing issues are supported and managed.
• Provide after work hours phone stand-by support (on shift with other support analysts) and/or ah-hoc cover for other support analysts (including overseas ones) when required.
• Good leadership skills and involved in managing 1-2 Support Engineers.
• Possess high level service support to our existing clients.
• Ensuring high levels of clients' satisfaction delivery of service quality.
• Monitor all outstanding tickets and ensure that they are escalated appropriately and timely.
• Ensure that all outstanding tickets are resolved in alignment to the business SLA obligations and internal standards.

Requirements:

• Strong in providing Level 1 & 2 Application Support.
• Good in providing Ticketing Support and handling of SLA.
• Demonstrated good customer support experie nce.
• Min. 3 years of ticketing support experience.
• Experience in managing 1-2 team members.
• Experience in going through the ticketing life cycle and managing SLA.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Technical knowledge of databases (SQL), integration layers, cloud platforms, and APIs.
• Familiarity with ITIL practices, especially incident and problem management.

We respect your privacy and all communication will be treated with confidentiality.