5 day work week
2 year renewable contract
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, emphasising 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.
· 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.
