Total 2 job vacancies by Monetec Pte. Ltd.

5 day work week : Monday to Friday

Location : Changi Airport

Team Lead - Job Description

· Key Responsibilities:

· Assist the Ops Manager to oversee the delivery of IT services.

· Lead the team of Service Desk engineers to ensure they meet established SLAs and service quality standards.

· Provide L1 and L2 on-site / remote IT support for CLIENT employees.

· Provide dedicated support for approximately 200 VIP users.

· Be available for after-hours VIP (VP and above) support with advanced notice.

· Update the EDX team on daily manpower movement within the Service Desk team.

· Ensure adherence to established processes and best practices within the IT Service Desk playbook.

· Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex issues.

· Foster a positive team environment that promotes customer service and continuous improvement.

· Monitor and manage all ESM tickets and appointment system to ensure SLAs are met.

· Ensure balanced workload among the team.

· Escalate company-wide incidents or user dissatisfaction to the EDX team promptly.

· Share knowledge on desktop issues using the IT playbook for future reference and self-help.

· Track and analyze frequent complaints to identify areas for improvement.

· Work with the Ops Manager to suggest updates to the IT Service Desk playbook.

· Assist in implementing service improvement plans approved by the EDX team.

· Stay up to date with industry trends and integrate best practices into service delivery.

· Adhere to ITIL processes and frameworks for IT service management.

2. SKILLS

Coaching

Communication Skills

Compliance

Customer Service

Interpersonal Skills

IT Service Management

ITIL

Leadership

Microsoft Excel

Service Delivery

Service Desk

Software Development

Team Lead

Team Player

Trade Finance

VIP

Location: Changi Airport
Work Week: 5 Days
Salary Range: SGD 5,000 – 7,000

We are seeking a dynamic and driven IT Service Desk Mgr to join our team. This role offers the opportunity to lead a high-performing service desk function, contribute to a globally recognized organization, and make a real impact on operational excellence and customer experience.

Key Responsibilities

Service Delivery & Quality

• Ensure IT and administrative services consistently meet SLA and quality benchmarks.
• Take ownership of escalations, major incidents, and service recovery, ensuring timely and effective resolution.
• Drive continuous improvement initiatives to elevate service standards.

Team Leadership & Development

• Lead and inspire the Service Desk team by managing resourcing, training, mentoring, and performance evaluation.
• Champion a customer-first culture, fostering accountability and service excellence.
• Play a key role in talent acquisition and building a strong, future-ready team.

Process & Tools Optimization

• Ensure effective utilization of the tools (e.g., ServiceNow) for seamless ticketing and workflow management.
• Keep documentation, workflows, and processes up-to-date and aligned with best practices.
• Identify and implement innovations to enhance service desk efficiency.

Stakeholder Engagement & Reporting

• Represent the service desk in regular cross-functional meetings.
• Deliver insightful weekly and monthly reports, providing actionable recommendations.
• Offer feedback to refine the IT Service Desk playbook and drive operational improvements.

Strategic Growth & Industry Best Practices

• Stay ahead of emerging industry trends and integrate relevant practices into operations.
• Align service delivery with ITIL frameworks and global service management standards.
• Support the development of long-term strategies to future-proof the service desk.

Qualifications & Skills

Education & Certifications

• Degree in Computer Science, Information Technology, or related fields.
• ITIL 3 Foundation certification.

Technical Skills

• Proficiency in end-user computing, M365, networking, and AV solutions.
• Strong hands-on experience with ESM tools (e.g., ServiceNow).

Experience

• At least 3 years of IT Service Desk management experience in a corporate environment.

Soft Skills

• Exceptional leadership, communication, and stakeholder management skills.
• Strong strategic thinking, multitasking, and time management abilities.
• A natural customer advocate with a passion for service excellence.