IT Service Desk Manager

5 day work week : Monday to Friday Location : Changi Airport
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 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 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 pr...

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