Service Desk Team Lead — ITIL & Service Excellence

BEYOND2U PTE. LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

BEYOND2U PTE. LTD. in Singapore seeks a seasoned Service Desk Manager to lead IT service delivery, ensuring SLAs and quality standards are met. You will drive staffing, mentoring, process improvements, and stakeholder collaboration to elevate service levels.

Proficiency with ServiceNow and ITIL practices is essential, with a strong emphasis on customer service, incident handling, and strategic IT operations management.

Qualifications

• Degree 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.
• Proficiency in using ESM tools such as ServiceNow.
• Prior experience in a service delivery or IT management role within a corporate environment.
• Strong 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.

Responsibilities

• Oversee the delivery of IT services, ensuring they meet established SLAs and quality standards.
• Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders.
• Lead 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.
• 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 ServiceNow for ticket management and service delivery.
• Ensure the entire team is familiar with 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 SDM and prepare monthly reports.
• Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
• 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.

Skills

ITIL processes

Leadership

Stakeholder management

Communication skills

Strategic thinking

Problem-solving

Time management

Customer service orientation

End-user computing devices

M365 applications

Network knowledge

Video Conferencing/AV solutions

Change management

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Job description

BEYOND2U PTE. LTD. in Singapore seeks a seasoned Service Desk Manager to lead IT service delivery, ensuring SLAs and quality standards are met. You will drive staffing, mentoring, process improvements, and stakeholder collaboration to elevate service levels.

Proficiency with ServiceNow and ITIL practices is essential, with a strong emphasis on customer service, incident handling, and strategic IT operations management.