Senior Service Desk Lead: Incident & Shift Ops

GMP Technologies

Singapore

On-site

SGD 60,000 - 80,000

Full time

14 days+

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Job summary

GMP Technologies (S) Pte Ltd is seeking an Enterprise Service Desk Operation, Shift Leader to supervise on-shift incident management, triage, and handovers, ensuring quality support and adherence to SOPs.

You will coordinate with internal teams, vendors, and service providers to resolve major incidents, manage changes with minimal downtime, and drive continuous improvement through training and knowledge sharing.

Qualifications

Bachelor's degree in a relevant field.
ITIL V4 Foundation certification with hands-on ServiceNow experience.
Certifications in Agile, Six Sigma, or similar methodologies.
Experience in customer support, ideally in technical support or service desks.
Proven expertise in managing major incidents.
Strong troubleshooting and problem-solving skills.
Excellent documentation of interactions and resolutions.

Responsibilities

Serve as the senior on shift, ensuring proper handovers and high-quality customer support.
Monitor performance and manage incidents, escalations and crisis processes.
Coordinate with internal teams, vendors and service providers to resolve incidents.
Maintain logs and incident reports with updates for stakeholders.
Identify knowledge gaps and drive training and continuous improvement.