Service Desk Manager, Randstad

Randstad

Location:
Singapore, Singapore

Category:
IT - Administration

Contract Type:
Not provided

Salary:

7000.00 - 8500.00 SGD / Month

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Job Description:

We are looking for a Service Desk Manager to lead and oversee IT support operations across multiple clients. This role requires a highly organized and customer-focused leader with experience in managing IT service desks within a Managed Service Provider (MSP) or a multi-client environment. The ideal candidate will ensure efficient incident resolution, service delivery, and continuous improvement, meeting Service Level Agreements (SLAs) for diverse clients.

Job Responsibility:

Manage and oversee IT service desk operations for multiple clients, ensuring SLAs and KPIs are consistently met
Prioritize and assign tickets based on impact, urgency, and contractual agreements
Ensure seamless communication and coordination between internal teams and client representatives
Maintain a centralized service desk system, ensuring proper documentation of incidents and resolutions
Implement ITIL best practices for incident, problem, and change management
Act as the primary point of contact for client escalations and service reviews
Conduct regular client meetings to discuss service performance, improvements, and upcoming IT needs
Develop and maintain strong relationships with key stakeholders in each client organization
Identify opportunities for additional service offerings based on client needs
Lead and mentor a team of service desk analysts and technicians
Provide training, coaching, and professional development to ensure high performance
Foster a culture of customer service excellence and continuous improvement
Manage workforce planning to ensure adequate coverage for all clients
Analyze service desk performance metrics and generate reports for internal and client stakeholders
Identify trends in incidents and recommend proactive measures to reduce recurring issues
Implement automation and self-service solutions to enhance efficiency
Drive continuous process improvement initiatives to optimize service delivery

Requirements:

Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience)
Minimum 5+ years in IT support, with 2+ years in a service desk management role in an MSP or multi-client environment
Strong understanding of IT Service Management (ITSM) frameworks (e.g., ITIL v3/v4)
Hands-on experience with IT service desk tools (e.g., ServiceNow, BMC Helix, etc)
Proven ability to manage SLAs and ensure consistent service delivery across multiple clients
Excellent troubleshooting skills and technical knowledge of IT infrastructure, software, and networking
Strong communication and relationship-building skills to manage multiple stakeholders
ITIL v3/v4 Foundation or higher certification
Cloud computing experience, including administration of Microsoft Azure, AWS, or Google Cloud

What we offer:

Bonus
Growth opportunities

Additional Information:

Job Posted:
May 27, 2025

Expiration:
June 28, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Desk Manager

Randstad

Location:Singapore, Singapore

Category:IT - Administration

Contract Type:Not provided