*Jurong West* Desktop Operations Manager
- Working arrangement: Hybrid working arrangements
- Working location: Jurong West
- Salary Package: Up to $5,500 + AWS + Variable Bonus
The Operations Manager is responsible for overseeing Service Desk operations and leading initiatives to enhance access control processes and service delivery. Key duties include managing Service Level Agreements (SLAs), collaborating with Level 2 support teams, and identifying opportunities for process improvements through redesign, automation, and system enhancements. The role requires strong leadership, problem-solving skills, analytical capabilities, and a commitment to delivering exceptional customer experiences.
Responsibilities:
- Stakeholder Collaboration: Collaborate with stakeholders to gather and analyze data from customer satisfaction surveys to identify and implement improvement opportunities.
- Process Improvement: Enhance service delivery through process redesign, automation, and system improvements in compliance with relevant standards.
- Access Management: Oversee the accurate and timely provisioning and deprovisioning of user access, ensuring adherence to security policies.
- Compliance and Audits: Conduct regular access reviews and audits to ensure compliance with security policies and local regulations.
- Documentation: Maintain accurate documentation related to access control procedures, work instructions, and system configurations.
- Service Level Management: Manage Service Desk services to meet Service Level Agreements (SLAs) and ensure compliance with employment and operational standards.
- Customer Feedback: Address and resolve customer feedback promptly, ensuring a high level of satisfaction.
- Team Leadership: Lead and manage the Service Desk team to ensure optimal performance and service quality.
Requirements:
- Educational Background: Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
- Experience: At least 3 years of relevant experience in managing operations within a contact center or service desk environment.
- Technical Skills: Proficiency in End-user Computing, Active Directory, Office 365, and Exchange Admin Centre. Experience with low-code platforms such as UiPath, Outsystems, or Power Query.
- Analytical Skills: Strong analytical and problem-solving abilities with the capacity to work independently.
- Interpersonal Skills: Excellent communication, organizational, and interpersonal skills.
- Certifications (Preferred): ITIL certification, familiarity with ServiceNow, APIs, data integration and transformation, and programming experience.
If you are excited with this opportunity and enjoy making things happen, do apply now!
OR
Email your updated resume to: spat(at)scientecpersonnel.com by quoting "J47183" in your email subject for faster processing.
All job applications will be processed with strict confidence and only shortlisted candidates will be contacted.
Aloysius Tan Sheng Rong - R22110441
ScienTec Consulting Pte Ltd - 11C5781
