L2 Service Manager

THALES SOLUTIONS ASIA PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading technology company in Southeast Asia is seeking an L2 Manager to oversee the Level 2 IT support team. The successful candidate will ensure the timely resolution of complex technical issues, maintain system stability, and support IT infrastructure. The role demands strong leadership, technical expertise, and collaboration with other teams. A Bachelor's degree in IT or related field and at least 10 years of experience in IT support, particularly in supervisory roles, are required. Relevant certifications in ITIL or cybersecurity will be an advantage.

Qualifications

• 10+ years in IT support with L2 team management experience.
• Strong technical background in IT infrastructure and applications.
• Excellent leadership and communication skills.

Responsibilities

• Lead and supervise the Level 2 support team.
• Implement incident and problem management processes.
• Monitor system performance and identify areas for improvement.

Skills

Leadership

Problem-solving

Communication

Technical knowledge of IT infrastructure

Experience with ITSM tools

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field

Tools

ITIL

ServiceNow

Job description

Job Summary

The L2 Manager is responsible for managing the Level 2 IT support team, ensuring timely resolution of complex technical issues, maintaining system stability, and supporting IT infrastructure and applications. The role involves leadership, team management, technical expertise, process improvement, and collaboration with other teams to provide the service to end-users and internal stakeholders in order to achieve the service level agreement.

Responsibilities

• Lead and supervise the Level 2 support team, providing guidance, training, and performance management.
• Lead the troubleshooting and resolution of escalated technical incidents and service requests.
• Implement the incident and problem management processes by collaborating with ITSM manager to minimize downtime and service disruption.
• Oversee the change management process as Change Manager
• Coordinate with Level 1 support and vendors/partners to resolve complex technical incidents promptly.
• Monitor system performance and proactively identify areas for improvement or potential risks.
• Ensure compliance with the regulations, data protection standards, and IT governance policies.
• Develop and maintain documentation of standard operation procedures, knowledge base (KEDB), and IT policies.
• Collaborate with Service Delivery Manager to support system upgrades and enhancements.
• Ensure compliance with IT service management (ITSM) frameworks (ITIL).
• Manage vendor relationships and elevate hardware/software issues as necessary.
• Analyze support metrics and KPIs to continuously improve service quality and team.
• Participate in disaster recovery and business continuity exercises.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Proven experience (10+ years) in IT support or operations including supervisory or management experience of L2 team.
• Strong technical knowledge of IT infrastructure and applications.
• Experience with ITSM tools and frameworks such as ITIL, ServiceNow, or equivalent.
• Excellent leadership, communication, and problem-solving skills.
• Ability to work under pressure and handle escalations effectively.
• Relevant certifications (ITIL Foundation, cybersecurity certifications) are a plus.

Preferred Qualifications

• Experience managing multi-disciplinary IT teams in a 24/7 operational environment.
• Knowledge of private cloud platforms and cybersecurity best practices for critical infrastructure.
• Familiarity with the airport IT systems.