Position Overview
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.
Responsibilities - Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and elevate lapses or complaints relating to the Service Desk Engineers to the team.
- Lead 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 and 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 managemen...