Technical Service Lead (Contract)

Job Description

• Dedicated onsite Lead reporting to Service Delivery Manager 

  Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met

  Monitor all team members’ performance and provide necessary advice and guidance 

  Organise regular meeting and trainings to share with team members new techniques and methods to fulfil the SOP’s and SLA requirements 

  Perform regular check of the operations to discover areas of weaknesses and fortify them 

  Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan 

  Submit reports on a regular basis to the Service Delivery Manager and customer management 

  Provide solution to any complex IT issues escalated by the team members 

  Suggest appropriate technologies to customer to be adopted to meet present and future demands of the business 

  Perform regular appraisal of team member’s performance and devise strategies to help with improvement 

  Analyse and provide new ideas for service improvement 

  Manage staff movement and keep track of daily attendance and activities 

  Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction 

  Implement and execute the SOP ensure customer satisfaction

  Lead and oversee daily IT Asset Management operations, ensuring accurate tracking, ownership, and documentation of all IT assets

  Ensure proper implementation of asset lifecycle processes including asset receipt, tagging, deployment, movement, recovery, and disposal

  Conduct regular asset checks, reconciliation checks, and discrepancy investigations

  Drive improvements in asset management processes, controls, and documentation to strengthen governance and operational efficiency

Requirements

• Bachelor Degree in Information Technology/Information System/Computer Science.
• Business IT or other relevant disciplines.
• ITIL 3 or 4 Foundation Certified.
• More than 5 years IT outsourcing experience with proven track records preferred
• Possess a full and broad understanding of services including EUC, System and Network technologies.
• Technical knowledge in IT technology (EUC, System, Network, Backup/Restore).
• Strong Technical knowledge in Windows OS, Power Shell Script, etc.
• IT Services Management experience.