Senior Manager – IT EUC - EZ.M

Senior Manager – IT EUC - EZ.M

Our client is looking for an experienced EUC specialist to lead, develop and oversee the daily operations of the IT helpdesk team and ensure strict adherence to SLAs.

Responsibilities:

1. Lead, mentor and manage the IT helpdesk team and oversee outsourced vendors to ensure services are delivered in accordance to SLAs.
2. Ensure that outsourced vendors prioritize and assign helpdesk tickets based on urgency, impact and available resources.
3. Collaborate with outsourced vendors to develop, implement and refine helpdesk processes and procedures to improve service delivery and user satisfaction.
4. Provide hands-on technical support for complex and/or high-priority issues – act as an escalation point for the helpdesk team.
5. Lead and/or participate in IT projects that impact the helpdesk and/or end-user support to ensure successful implementation and adoption.

Requirements:

1. Degree in Information Technology, Computer Science/Engineering or related fields.
2. Ideally at least 10 years of experience in IT support with at least 5 years as a manager overseeing IT helpdesk and/or onsite support for organizations with over 1,000 employees.
3. Strong knowledge of helpdesk ticketing systems, remote support tools and IT Service Management (ITSM) frameworks (e.g. ITIL).
4. Excellent leadership and people management skills – able to motivate and develop teams.
5. Highly knowledgeable in the best practices and processes required for helpdesk and/or onsite support.

Location: North Singapore

If the above speaks to you, we’d love to hear from you. Please send in your updated CV to ezmir.m@peoplesearch.jobs (Ezmir, Reg No: R22105085) if you feel there is a fit with your experience and interest.

All information will be kept strictly confidential. We regret to inform that only successful applicants will be contacted.

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