IT Support Manager (East - Central/ Cap at $8,000 + AWS + VB!)

[Job Order: 966244]

Immediate family need to be all Singaporean due to security clearance!

Responsibilities:

1. Supervise and mentor the technical support team to maintain productivity and morale.
2. Conduct regular training sessions to ensure the team is up-to-date with the latest technologies and support protocols.
3. Set clear goals, objectives, and performance expectations for team members.
4. Handle recruitment, onboarding, and performance evaluations of team members.
5. Oversee the resolution of customer issues and ensure a high level of customer satisfaction.
6. Act as the point of escalation for complex or unresolved technical issues.
7. Monitor customer feedback and take proactive steps to address recurring issues or dissatisfaction.
8. Develop customer support strategies to improve service levels.
9. Develop and maintain Standard Operating Procedures (SOPs) for technical support processes. Ensure the team meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
10. Maintain a strong understanding of the company’s products, services, and technologies.
11. Provide guidance to the support team on technical troubleshooting and problem-solving.
12. Coordinate with external vendors or partners to resolve third-party issues impacting customers.
13. Plan and implement strategies for scaling support operations in line with business growth.
14. Monitor support metrics like first-response time, resolution time, customer satisfaction score (CSAT), Net Promoter Score (NPS), etc.
15. Any other ad-hoc duties as assigned.

Requirements:

1. 5 years of experience in technical support, customer service, or IT management roles.
2. Hands-on troubleshooting in software, hardware, networking, or systems.
3. Proficiency in Operating Systems (Windows, Linux, macOS), Networking Concepts (DNS, DHCP, firewalls, VPNs), Cloud Platforms (AWS, Azure, Google Cloud), and Application Support tools (e.g., ticketing systems, monitoring tools).
4. Proficiency in Helpdesk Tools (e.g., Zendesk, Freshdesk), CRM Platforms (e.g., Salesforce), and Monitoring Tools (e.g., Nagios, SolarWinds, Datadog).
5. Familiarity with ITIL frameworks or similar methodologies.
6. Goal setting, performance monitoring, and feedback delivery.
7. Strong organizational, project management, and strategic planning abilities.
8. Conflict resolution and adaptability in fast-paced environments.
9. Expertise in troubleshooting and diagnosing issues accurately.

Please include the following for us to conduct an effective job matching for you:

1. Earliest availability date/ notice period
2. Expected & Last drawn salary

To Apply, please kindly email your updated resume to cv_victoria@goodjobcreations.com.sg.

We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.

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EA Personnel Name: Victoria Loh Jie Li
EA Personnel Reg. No.: R1330197
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