Desktop Support Team Lead (Min 2yrs as Team Lead | Singaporean | No China HP)

Eligibility: Singaporean ONLY (CAT1 security clearance is strictly required)
Employment Type: 2-year contract (Renewable)
Location: Science Park (Nearest MRT: Kent Ridge)
Work Hours: 3 rotating shifts (Mon–Fri)

• 8:00 AM – 5:30 PM
• 8:30 AM – 6:00 PM
• 9:00 AM – 6:30 PM

NO CHINA HP ALLOWED (Eg: Huawei/Oppo/Reno/Xiao Mi/Red Me,etc)
Approved phone listing: Apple iPhone/ Samsung Galaxy Series/ Sony/ LG/ Google Pixel Series

Job Responsibilities

1. Assist the Supervisor in overseeing operations, including staffing, scheduling, and performance management.
2. On-site team lead to ensure SLA/KPl is met.
3. Ensure and monitor team quality delivery by having a pleasant end-to-end customer experience and a highly efficient off-site remote IT support process.
4. Strategize with team in providing increasing ability to resolve requests on first contact.
5. Handle escalated customer inquiries and resolve operational issues in a timely manner, meeting SLA.
6. Assist in developing and implementing operational strategies to enhance IT Concierge Service efficiency and customer satisfaction.
7. Assist in developing and implementing an effective knowledge-based process to capture and grow knowledge of current IT applications and self-help services.

Requirement:

• With at least 2 years of Team Lead experience managing the operations and able to handle a team of 12 members.
• Team lead experience in Tech Bar environment will be an added advantage
• Possess good communication & interpersonal skill