Job Description

Location:

East Singapore

Work Week:

5 Days

Salary Range:

SGD 5,000 - 6,000





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

Enterprise Service Management 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

Diploma 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.