Key Responsibilities:

1. Service Delivery Oversight:

• Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and SLAs.
• Monitor service performance and proactively address any deviations from agreed standards.

2. Team Leadership:

• Lead and mentor a team of IT support professionals, fostering a culture of excellence and continuous improvement.
• Conduct regular performance reviews, provide coaching, and develop team members to achieve their full potential.

3. Client Relationship Management:

• Serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded.
• Address and resolve client concerns promptly, maintaining high levels of satisfaction.

4. Incident and Request Management:

• Oversee the resolution of desktop and end-user support incidents, ensuring timely and effective responses.
• Implement and manage processes for handling service requests, prioritizing efficiency and customer experience.

5. Process Optimization:

• Develop and enforce standard operating procedures (SOPs) for desktop IT concierge services.
• Continuously review and improve workflows to enhance service delivery efficiency and effectiveness.

6. Reporting and Analytics:

• Generate regular reports on service performance, SLA compliance, and client satisfaction.
• Use data analytics to identify trends, root causes of issues, and opportunities for improvement.

7. Technology Integration:

• Ensure seamless integration of new tools and technologies into the desktop support environment.
• Stay updated on emerging trends and innovations in IT service management to incorporate best practices.

8. Budget and Resource Management:

• Manage budgets for desktop IT concierge services, ensuring optimal allocation of resources.
• Plan and coordinate resource allocation to meet current and future client demands.

Key Requirements:

• Experience: Minimum 5 years of experience in IT service delivery, with a focus on desktop support and end-user services.

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications such as ITIL Foundation or Microsoft Modern Desktop Administrator are preferred.

Technical Expertise: Strong understanding of desktop environments, hardware, software, and IT support tools.

Leadership Skills: Proven ability to manage and motivate a team of IT professionals, driving performance and engagement.

Client-Focused: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.

Problem-Solving: Strong analytical and problem-solving skills to manage and resolve complex issues effectively.

Organizational Skills: Exceptional planning and organizational abilities, with a focus on delivering results in a fast-paced environment.

5day week

** Position will be based in AMK

Maestro HR

damien lee tian hong

R1106726

16C8462