5 day work week

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.

5 day work week : Monday to Friday

Location : Changi Airport

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

· Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team.

· Leads the team to perform service recovery in the event of issues.

· Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.

· Mentor, provide guidance and support to the Service Desk team.

· Lead and develop the service desk team, including hiring, training, and performance evaluations.

· Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery.

· Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.

· Identify and implement improvements along with updating of documentation for service desk processes and procedures.

· Foster a customer-centric culture within the team, emphasising excellent customer service.

· Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.

· Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.

· Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.

· Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.

· Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

· Degree in Computer Science, Information Technology, or a related field.

· ITIL 4 Foundation Certification

· ITIL 4 Intermediate / Expert preferred

· Project Management Professional (PMP) or similar will be an added advantage.

· Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage

· Proficiency in using ESM tools such as ServiceNow.

· Prior experience in a service delivery or IT management role within a corporate environment.

· Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

· Excellent leadership, team and stakeholder management skills.

· Strong communication and interpersonal skills.

· Strategic thinking and problem-solving abilities.

· Strong time management and multitasking skills.

· High level of customer service orientation.