Ref: IT004

• 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.
• Proactively identify and lead service projects to improve service performance and efficiencies.
• Responsible for the implementation of various technical solutions to satisfy user requirements within the budget and project schedule.
• Monitor the service level performance and address user satisfaction gaps and issues.
• 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.
• Prepare and provide the weekly and Monthly Service Reports to the Senior Management.

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.