IT Helpdesk Supervisor [Microsoft, RMM, Endpoint Security, ITIL, SMAX] - Yishun - ref. p43024223

Job Responsibilities:

• Lead and manage a team of 2-3 IT helpdesk staff, as well as outsourced helpdesk services.
• Oversee the helpdesk system (SMAX), ensuring smooth ticket management, timely resolutions, and effective communication.
• Troubleshoot and support End User Computing technologies, including PC hardware, virtualization, MS Office, security tools, and application performance, focusing on preventing incidents and restoring services.
• Ensure compliance with service level agreements (SLAs) regarding response times, issue resolution, and communication; escalate critical issues when required.
• Collaborate with the IT Infrastructure team to execute IT projects effectively.
• Manage employee onboarding and offboarding, track IT assets, and ensure compliance with IT policies.
• Create and maintain process flows and documentation for internal IT workflows and user knowledge bases.
• Offer support and training on ITIL best practices for end-user computing.
• Participate in the planning, evaluation, and deployment of enterprise tools such as Office 365, RMM tools, and endpoint security.
• Coach, mentor, and encourage the development of IT helpdesk team members.

Requirements:

• At least 7 years of relevant experience as an IT Helpdesk Manager or Supervisor.
• Proven people management skills, with strong interpersonal and communication abilities, and attention to detail.
• Technical expertise in Microsoft platforms, helpdesk tools (preferably SMAX), RMM tools, and endpoint security tools like CrowdStrike and Mimecast.
• ITIL experience is preferred.
• Strong leadership, accountability, and ownership are essential for success in this role.
• Ability to project a professional image to management, staff, vendors, co-workers, and external contacts.
• A collaborative team player, comfortable working with cross-functional teams and third-party system technologies.
• Capability to support internal and external customers, explaining technical issues to non-technical users.
• Self-motivated, quick to learn, and proactive in approach.
• Strong organizational skills.

HOW TO APPLY:

Interested applicants, please click on “Apply Now” and provide the below details in your resume.

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