Job Description

Team Lead - Technical Support/Service Desk (Singapore) Responsibilities:

• Plan, organize, schedule and supervise the day to day technical support operations, which encompasses all troubleshooting, customer service issues, approvals and installations
• Lead, manage, develop, train and review performance of staff, as required
• Ensure all employee issues and concerns are addressed in a timely manner, encourage involvement from all staff and foster a positive team environment
• Measure, monitor and maintain customer service and satisfaction
• Foster good customer relations and service at all times
• Manage and Schedule training and development for all the technical support team i.e. new equipment, skills enhancement etc.
• Manage, monitor and maintain the knowledge database and CRM functionality to include; tracking tickets issued, outstanding, completion time etc
• Develop and maintain department policies, procedures and processes, as required
• Perform other duties assigned by management

• Minimum 2 years of supervisory experience in Technical Support/Service Desk environment
• Working experience in Telco/ISP environment is preferred
• Diploma or Degree in Computer science, Information Technology or its equivalent
• Customer-service oriented with a problem-solving attitude.
• Ability to understand technical details, transforming them into appropriate communications for a non-technical audience
• Proven ability to derive meaningful metrics aimed at improving the service offering of the organization
• Experience with Microsoft products, knowledge in networking and security is a plus.
• ITIL foundation certifications will be preferred
• Good written and oral communication as well as interpersonal skills