Location: Changi Airport
Work Week: 5 Days
Salary Range: SGD 5,000 – 7,000
We are seeking a dynamic and driven IT Service Desk Mgr to join our team. This role offers the opportunity to lead a high-performing service desk function, contribute to a globally recognized organization, and make a real impact on operational excellence and customer experience.
Key Responsibilities
Service Delivery & Quality
- Ensure IT and administrative services consistently meet SLA and quality benchmarks.
- Take ownership of escalations, major incidents, and service recovery, ensuring timely and effective resolution.
- Drive continuous improvement initiatives to elevate service standards.
Team Leadership & Development
- Lead and inspire the Service Desk team by managing resourcing, training, mentoring, and performance evaluation.
- Champion a customer-first culture, fostering accountability and service excellence.
- Play a key role in talent acquisition and building a strong, future-ready team.
Process & Tools Optimization
- Ensure effective utilization of the tools (e.g., ServiceNow) for seamless ticketing and workflow management.
- Keep documentation, workflows, and processes up-to-date and aligned with best practices.
- Identify and implement innovations to enhance service desk efficiency.
Stakeholder Engagement & Reporting
- Represent the service desk in regular cross-functional meetings.
- Deliver insightful weekly and monthly reports, providing actionable recommendations.
- Offer feedback to refine the IT Service Desk playbook and drive operational improvements.
Strategic Growth & Industry Best Practices
- Stay ahead of emerging industry trends and integrate relevant practices into operations.
- Align service delivery with ITIL frameworks and global service management standards.
- Support the development of long-term strategies to future-proof the service desk.
Qualifications & Skills
Education & Certifications
- Degree in Computer Science, Information Technology, or related fields.
- ITIL 3 Foundation certification.
Technical Skills
- Proficiency in end-user computing, M365, networking, and AV solutions.
- Strong hands-on experience with ESM tools (e.g., ServiceNow).
Experience
- At least 3 years of IT Service Desk management experience in a corporate environment.
Soft Skills
- Exceptional leadership, communication, and stakeholder management skills.
- Strong strategic thinking, multitasking, and time management abilities.
- A natural customer advocate with a passion for service excellence.
