Team Lead - IT Service Desk (Urgent Hire)

Lead IT Service Excellence for VIP and Corporate Users!

Responsibilities:
As a Team Lead - IT Service Desk, you will play a key role in overseeing the delivery of IT services and leading a team of Service Desk engineers to ensure seamless support for corporate and VIP users. Your key responsibilities include:

• Leadership & Oversight:
  • Assist the Operations Manager in overseeing IT service delivery.
  • Lead a team of engineers providing L1 and L2 onsite/remote support.
  • Deliver dedicated support to approximately 200 VIP users, including after-hours support with prior notice.
• Service Excellence:
  • Ensure adherence to SLAs and service quality standards while fostering a positive team environment.
  • Guide engineers in handling complex technical issues and VIP tickets.
  • Monitor ESM tickets and appointment systems, balancing workloads across the team.
• Process & Improvement:
  • Supervise adherence to IT Service Desk playbook processes and suggest updates to keep it relevant.
  • Identify frequent complaints and implement service improvement plans with the Operations Manager.
  • Stay updated on industry trends to enhance service delivery strategies.
• Communication & Reporting:
  • Update the EDX team on daily manpower movement.
  • Escalate company-wide incidents or user dissatisfaction promptly.
  • Provide regular feedback and share desktop troubleshooting knowledge to improve self-service capabilities.

Requirements:

• Education:
  • Degree in Computer Science, Information Technology, or a related field (preferred).
  • Diploma in Computer Science or a related field.
• Certifications:
  • Microsoft 365 Certified: Endpoint Administrator Associate/Fundamentals (preferred).
  • CCNA and ITIL 4 Foundation Certification.
• Technical Skills:
  • Strong proficiency in Windows OS, macOS, Active Directory, and Microsoft 365 applications.
  • Experience with endpoint protection solutions and video conferencing systems.
  • Proficiency with ESM tools like ServiceNow.
• Experience:
  • Minimum of 3 years managing IT Service Desk operations and teams.
• Soft Skills:
  • Strong leadership, communication, and interpersonal abilities.
  • Analytical problem-solving skills and multitasking capabilities.
  • High customer service orientation and adaptability to fast-paced environments.

Benefits:

• Competitive salary package
• Comprehensive medical benefits
• Opportunity to lead a dynamic team in a fast-paced corporate environment
• Potential for contract extension or permanent placement

* Please take note there is no workpass sponsorship for this role.

Join I.T. Generation and lead IT service excellence with your expertise and leadership! Apply today to make an impact.