Job Description

Key Responsibilities:

1.

Service Delivery Oversight:

Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and SLAs. Monitor service performance and proactively address any deviations from agreed standards.



2.

Team Leadership:

Lead and mentor a team of IT support professionals, fostering a culture of excellence and continuous improvement. Conduct regular performance reviews, provide coaching, and develop team members to achieve their full potential.



3.

Client Relationship Management:

Serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded. Address and resolve client concerns promptly, maintaining high levels of satisfaction.



4.

Incident and Request Management:

Oversee the resolution of desktop and end-user support incidents, ensuring timely and effective responses. Implement and manage processes for handling service requests, prioritizing efficiency and customer experience.



5.

Process Optimization:

Develop and enforce standard operating procedures (SOPs) for desktop IT concierge services. Continuously review and improve workflows to enhance service delivery efficiency and effectiveness.



6.

Reporting and Analytics:

Generate regular reports on service performance, SLA compliance, and client satisfaction. Use data analytics to identify trends, root causes of issues, and opportunities for improvement.



7.

Technology Integration:

Ensure seamless integration of new tools and technologies into the desktop support environment. Stay updated on emerging trends and innovations in IT service management to incorporate best practices.



8.

Budget and Resource Management:

Manage budgets for desktop IT concierge services, ensuring optimal allocation of resources. Plan and coordinate resource allocation to meet current and future client demands.

Key Requirements:

Experience:

Minimum 5 years of experience in IT service delivery, with a focus on desktop support and end-user services.

Education:

Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications such as ITIL Foundation or Microsoft Modern Desktop Administrator are preferred.

Technical Expertise:

Strong understanding of desktop environments, hardware, software, and IT support tools.

Leadership Skills:

Proven ability to manage and motivate a team of IT professionals, driving performance and engagement.

Client-Focused:

Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.

Problem-Solving:

Strong analytical and problem-solving skills to manage and resolve complex issues effectively.

Organizational Skills:

Exceptional planning and organizational abilities, with a focus on delivering results in a fast-paced environment.





5day week


Position will be based in AMK with frequent travelling to Changi Airport (managing airport project).







Maestro HR


damien lee tian hong


R1106726


16C8462