Service Desk Lead Engineer

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About Us

SPH Media’s mission is to be the trusted source of news and lifestyle content in Singapore and Asia. One of our core purposes is to produce credible, balanced, and objective news and analysis, always with a view to uphold the public good and fostering an informed, engaged citizenry.

We welcome talented individuals to join us and grow a career in a vibrant and collaborative environment built around a culture of respect and inclusivity.

As an employer, we are committed to rewarding our people fairly and developing them in their careers.

About the Role

The IT Service Desk Team Lead plays a crucial role in managing the service desk's operations while ensuring high-quality support for users. We are looking for someone who has hands-on experience in team management, customer satisfaction, performance monitoring, collaboration, training, reporting, process improvement, documentation and has technical expertise. The Team Lead should contribute significantly to the overall effectiveness of IT services within the organization.

Responsibilities

Team Management

• Oversee team's daily operations including ticket management, call management, event management, shift roster planning etc., ensuring that service desk KPI targets are met.
• Manage a team of Service Desk Analysts, providing guidance and support to enhance their performance.
• Act as a point of escalation for complex user issues, ensuring timely resolution and maintaining high standards of customer satisfaction.
• Foster a customer-centric culture within the team, encouraging staff to advocate for users and provide exceptional service.
• Oversee DSAT feedbacks and take corrective action.

Performance Monitoring

• Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards.
• Conduct regular performance reviews and provide feedback to team members to help them achieve their individual KPIs.
• Ensure effective management of all incident priorities including Major Incidents, Priority 1, 2, 3, and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk.
• Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process.
• Analyze incident trends and recurring issues to identify areas for improvement in the service desk.
• Perform regular out of office hours on call duties as per operational needs.

Collaboration and Communication

• Work closely with other IT teams and stakeholders to coordinate efforts in resolving technical issues and improving service processes.
• Communicate effectively with both technical staff and non-technical users, translating complex IT concepts into understandable terms.

Training and Development

• Identify training needs within the team and facilitate ongoing professional development opportunities.
• Mentor junior staff members, providing coaching on technical skills and customer service best practices.
• Onboard and support new services on to Service Desk as per operations and business needs.

Reporting and Documentation

• Maintain documentation of processes, procedures, and knowledge base articles for reference by the team.

Process Improvement

• Continuously seek opportunities to enhance service desk operations through process optimization and implementation of best practices.
• Stay informed about industry trends and emerging technologies that could improve service delivery.
• Perform call and ticket quality checks and take corrective actions as needed.

Technical Expertise

• Provide technical support for various IT applications, platforms, and technologies, ensuring that team members have the necessary resources to assist users effectively.
• Maintain knowledge of ITIL frameworks or other relevant methodologies to ensure compliance with best practices in IT service management.

Requirements

• Degree/Diploma in Computer Science, Information Technology, or related field.
• A minimum of 8 years of experience in a 24X7 service desk or technical support role.
• At least 3 years of experience in a supervisory or team lead position managing a 24X7 service desk environment.
• Strong technical knowledge of IT systems and applications, including Google Workspaces, Zoom, Windows operating systems, Active Directory, VPN configurations etc.
• Familiarity with IT service management (ITSM) tools such as Service Now.
• Excellent verbal and written communication skills to effectively interact with team members and clients.
• Strong customer service orientation with the ability to handle escalations and resolve conflicts.
• Proven leadership abilities with experience in coaching and mentoring team members.
• Ability to manage team performance effectively and drive continuous improvement.

Interested individuals, please fill in the form and attach your resume.