Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.
We are currently looking for Service desk Operation Manager who has proven track record in IT Industry. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.
Must have requirements:
• 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 EDX
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 ESM 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, emphasizing excellent
customer service.
• Attends regular meeting (weekly and monthly) with EDX Team and
prepare weekly and monthly reports.
• Suggest and implement service improvement plans to enhance service
delivery and employee satisfaction.
• Provide suggestions to the EDX 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.
b Education • Degree in Computer Science, Information Technology, or a related field.
c Certifications • ITIL 4 Foundation Certification
• ITIL 4 Intermediate / Expert preferred
• Project Management Professional (PMP) or similar will be an added
advantage.
d Technical Skills
• 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.
e Experience • 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.
WHAT’S ON OFFER
You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.
To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to Rashmi @aven-sys.com Your interest will be treated with strict confidentiality.
CONSULTANT DETAILS:
Consultant Name : Rashmi
Avensys Consulting Pte Ltd
EA Licence 12C5759
Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys' privacy policy
