Operations Manager

RAYTON SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT services firm based in Singapore is seeking an experienced IT Service Desk Manager. This role involves overseeing IT service delivery, managing a team of service desk engineers, and ensuring response to incidents is timely and effective. Candidates should have a diploma in a relevant field and strong leadership skills, with at least 3 years of background in IT service management. Familiarity with tools like ServiceNow and ITIL certification are essential. The firm fosters a customer-centric culture and values strategic thinking in improving their service delivery.

Qualifications

• Experience managing with IT Service Desk operations for at least 3 years.
• Proficient with minimally end user computing devices, M365 applications.
• Strong interpersonal and communication skills.

Responsibilities

• Oversee IT service delivery ensuring SLAs are met.
• Handle escalations and major incidents effectively.
• Lead and mentor the Service Desk team to enhance performance.
• Implement service improvement plans for better delivery.

Skills

Leadership

Stakeholder management

Communication

Time management

Problem-solving

Customer service orientation

Education

Diploma in Computer Science, IT, or related field

ITIL 4 Foundation Certification

ITIL 4 Intermediate/Expert

Project Management Professional (PMP)

Tools

ServiceNow

Job description

5 day work week : Monday to Friday

Location : Southern part of Singapore or East part of Singapore

Responsibilities

• Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.
• Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and elevate lapses or complaints relating to the Service Desk Engineers to the team.
• Leads the team to perform service recovery in the event of issues.
• Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.
• Mentor, provide guidance and support to the Service Desk team.
• Lead and develop the service desk team, including hiring, training, and performance evaluations.
• Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery.
• Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.
• Identify and implement improvements along with updating of documentation for service desk processes and procedures.
• Foster a customer-centric culture within the team, emphasising excellent customer service.
• Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.
• Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
• Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
• Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
• Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

Qualifications

• Diploma in Computer Science, Information Technology, or a related field.
• ITIL 4 Foundation Certification
• ITIL 4 Intermediate / Expert preferred
• Project Management Professional (PMP) or similar will be an added advantage.
• Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage
• Proficiency in using ESM tools such as ServiceNow.
• Prior experience in a service delivery or IT management role within a corporate environment.
• Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.
• Excellent leadership, team and stakeholder management skills.
• Strong communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Strong time management and multitasking skills.
• High level of customer service orientation.