IT Team Lead

OPUS IT SERVICES PTE LTD; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

A technology services company in Singapore is seeking a team leader for IT Desktop and Helpdesk Engineers. In this role, you will oversee operations, ensure KPIs are met, and lead a team of 12 members. Ideal candidates should have at least 2 years of team lead experience in helpdesk operations and possess strong communication skills. This position offers a dynamic work environment focused on enhancing customer satisfaction and IT service efficiency.

Qualifications

• At least 2 years of team lead helpdesk experience managing operations.
• Ability to handle a team of 12 members.
• Experience in a Tech Bar environment is advantageous.

Responsibilities

• Oversee operations including staffing and performance management.
• Ensure SLA/KPI is met as an on-site team leader.
• Monitor team delivery for quality customer experience.

Skills

Team management

Communication skills

Interpersonal skills

Job description

We are looking for a team leader to lead a team of IT Desktop and Helpdesk Engineers. He/She will assist the supervisor in overseeing operations on-site. Location at Science Park.

Description of role

- Assist supervisor in overseeing operations including staffing, scheduling and performance management.

- On-site team lead to ensure SLA/KPI is met.

- Ensure and monitor team quality delivery by having pleasant end-to-end customer experience and a highly efficient off-site remote IT support process.

- Strategize with team in providing increasing ability to resolve requests on first contact.

- Handle escalated customer inquiries and resolve operational issues in a timely manner meeting SLA.

- Assist in developing and implementing operational strategies to enhance IT concierge service efficiency and customer satisfaction.

- Assist in developing and implementing effective knowledge-based process to capture and grow knowledge of current IT application and self-help services.

Requirements:

- With at least 2 years of Team Lead helpdesk experience managing the operations and able to handle a team of 12 members.

- Team lead experience in Tech Bar environment will be an added advantage

- Possess good communication & interpersonal skill

- Successful candidate will need to be cleared CAT 2A