Team Leader

We are looking for a team leader to lead a team of IT Desktop and Helpdesk Engineers. He/She will assist the supervisor in overseeing operations on-site. Location at Science Park.

• Assist supervisor in overseeing operations including staffing, scheduling and performance management.
• On-site team lead to ensure SLA/KPI is met.
• Ensure and monitor team quality delivery by having pleasant end-to-end customer experience and a highly efficient off-site remote IT support process.
• Strategize with team in providing increasing ability to resolve requests on first contact.
• Handle escalated customer inquiries and resolve operational issues in a timely manner meeting SLA.
• Assist in developing and implementing operational strategies to enhance IT concierge service efficiency and customer satisfaction.
• Assist in developing and implementing effective knowledge-based process to capture and grow knowledge of current IT application and self-help services.

Requirements:

• With at least 2 years of Team Lead helpdesk 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
• Successful candidate will need to be cleared CAT 2A