Service Desk Operations Lead — Customer Experience Champion

DXC Technology; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

DXC Technology Singapore seeks an experienced Operations Lead to own the total customer experience for services delivered by the Service Desk. You will be the single point of contact for the account, ensuring high-quality service per the SOW while managing SLA adherence, financials, and escalation processes.

You will lead supervisors and IT professionals, drive process improvements, and coordinate with vendors to meet business goals.

Qualifications

• 5+ years in operations, client/people management
• Experience running a large service desk (50+ agents)
• Strong adherence to policies, procedures and ethical standards

Responsibilities

• Own financial management, cost recovery and tracking
• Serve as SPOC for customer and account teams
• Lead a team of supervisors and IT professionals to meet goals
• Ensure timely weekly and monthly reports and vendor management

Skills

Operations management

People management

Service desk

Leadership

Vendor management

SLA management

Project management

Education

Bachelor's degree in a related field

Tools

MS Word

MS Excel

PowerPoint

Job description

DXC Technology Singapore seeks an experienced Operations Lead to own the total customer experience for services delivered by the Service Desk. You will be the single point of contact for the account, ensuring high-quality service per the SOW while managing SLA adherence, financials, and escalation processes.

You will lead supervisors and IT professionals, drive process improvements, and coordinate with vendors to meet business goals.