Ref: IT004
SOAR WITH THATZ...
Thatz International Pte Ltd
Position
IT End-user Support / Deskside Team Leads / Assistant Leads

As the key personnel of the team, you shall provide strong leadership and ensure good team management to deliver quality services to the end-users on a timely basis to fulfill the SLA consistently.
Main Job Duties:
  1. Lead and manage a team of End-user/Deskside Support, Service Desk and Operations personnel to deliver the services within the SLAs on a consistent basis.
  2. Proactively identify and lead service projects to improve service performance and efficiencies.
  3. Responsible for the implementation of various technical solutions to satisfy user requirements within the budget and project schedule.
  4. Monitor the service level performance and address user satisfaction gaps and issues.
  5. Review the performance and skills set of the team members and provide recommendations to the Customer's Key Contact point on the areas of improvements/training needed.
  6. Prepare and provide the weekly and Monthly Service Reports to the Senior Management.
Job Requirements:
  1. A Diploma/Degree in Computer Science, Information Technology, Engineering, Science or its equivalent. ITIL Certification is preferred.
  2. Minimum 2-3 years of relevant working experience in an Enterprise environment, with at least 2 years of experience as a team lead or supervisor (managing a team of about 5 to 10 or larger pool of personnel).
  3. Strong leadership, people management, vendor management, incident and problem management, with excellent customer relationship management skills.
  4. Able to work independently and adapt to a dynamic working environment quickly (including handling work pressure well).
  5. Able to motivate and groom the team to deliver and meet the SLAs on a consistent basis.
  6. Highly energetic, pro-active and possess strong engagement skills.

Referrals:
You are welcome to refer your friends and contacts to these job opportunities. All referrals will be kept strictly confidential and your effort is deeply appreciated.

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