#SGunited Jobs Cluster Manager / Service Desk Team Lead

Singapore ₹4K-4K LPA Posted 6 Jan 2025

FULL TIME

Service Desk Manager

Oversee and direct the Service Desk team to deliver first-level technical assistance.
Serve as an escalation point for unresolved or advanced cases, offering support and direction to the team.
Embrace a broader customer service role, promoting a strong customer service culture to ensure high-quality service for all support inquiries while adhering to service management protocols.
Inform SD managers of any issues that could significantly affect the SLA and propose action plans accordingly.
Assume overall accountability for incident management and request fulfillment as necessary.
Ensure team members take ownership of user incidents and adopt a proactive approach in handling them.
Verify that all calls and emails are recorded in the Service Desk logging system in compliance with operational procedures.
Delegate more complex inquiries to the appropriate IT Support personnel.
Coordinate external technical support when issues cannot be resolved at Level 1.
Manage Service Quality Assessments and mentor agents on effective handling techniques.
Conduct Domain Briefing/Training sessions for new hires.
Act as the point of contact at the Service Desk for stakeholders seeking clarification and information.