IT Service Desk Lead

The IT Service Desk Lead is responsible for leading a team of 10 people or more and acting as the first point of escalation for performance issues within the team and customer-related issues. This role is also in charge of informing line management of any escalating issues to ensure they are resolved within reasonable time scales. He/She will monitor, audit, report, and analyze the health of the IT Service Desk function using ticket-related performance KPIs and provide regular and ad hoc status updates to line management.

Make an Impact by:

• Day-to-day accountability for the IT Service Desk function and ensuring an excellent IT service to Singtel.
• Maintaining staff schedules to ensure IT Support continuity for 24/7.
• Delivering end-to-end support in accordance with IT service management procedures.
• Acting as the communications lead following an agreed major incident procedure, and being responsible for service-related communications.
• Identifying improvement opportunities and working with line management to implement programs that enhance IT Service Desk operations, customer satisfaction with IT, and overall usage of the company’s technology products and services.
• Monitoring queues, calls, and interactions of the IT Service Desk staff, including the ticketing system, documentation, and escalations to ensure that all interactions and escalations meet established criteria and are documented appropriately.
• Setting goals for performance, supporting and developing staff through regular coaching meetings, training needs analysis, development plans, and appraisals.
• Proactively learning and training other staff members on new product and service technologies.
• Ensuring that IT asset inventories are maintained, with records kept fully up to date.
• Supervising the production and maintenance of technical documentation and articles for the knowledge base.
• Performing technical support functions via phone, self-help portal, and remote connection as required.

Skills for Success:

• 5 years+ experience supervising a busy, well-structured, and mature IT Service Desk (10 pax or more) and experienced in IT Service Desk setup from the ground up.
• Experience in Incident, Request, Major Incident, and Problem Management gained in an ITIL-based organization. It is expected that the post-holder will have relevant ITIL qualifications.
• Experience of working with/optimizing an ITSM tool (Top Desk or similar) and leading small improvement projects/initiatives.
• Strong KPI focus - Reporting and monitoring skills and the ability to identify and analyze process-related metrics.
• Good technical knowledge of Windows 10 Professional, Microsoft 365, Microsoft Active Directory, Exchange, and SCCM, and is experienced in supporting users in a VDI environment.
• Detailed knowledge of the Microsoft Office 2010/13/16 Suite, including installing, configuring, and supporting within a network environment.
• Technical knowledge of remote working technologies – Citrix, VPN, and DUO Administration, and supporting video conferencing systems.
• Technical knowledge of supporting telephone systems and configuration, analysis, and diagnostics of PC, Printer, and Laptop faults.
• Demonstrates an understanding of how IT Services are delivered to end users in relation to front and backend IT Infrastructure.
• Works with a global mindset with service and user experience at the forefront.

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