Technical Service Lead (1 year contract)

Role: Technical Service Lead (1 year contract) 
Location: Singapore

We are partnering with a leading telecom client to hire an The Technical Service Lead coordinates and leads the overall technical delivery of the scope of services. Drives the quality of the delivered services on a day-to-day basis. First point of escalation (before Service Delivery Manager) for critical issues / high severity technical support

Responsibilities:

• 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 
• Organize 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

Requirements

• Bachelor Degree in Information Technology/Information System/Computer Science. 
• ITIL 3 or 4 Foundation Certified is preferred
• Min 5 years IT outsourcing experience with proven track records preferred
• Possess a full and broad understanding of services including EUC (e.g. IT Asset Management), 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.
• Strong customer service focus. Self-motivated and pro-active in resolving issues and identifying new opportunities on the account. 
• Effective interpersonal skills, both written and presentation. 
• Strong analytical and problem-solving skills, combines with the ability to provide quick resolution to problems.
• Willing to work on-site with client office (Woodlands or Orchard)
• Willing to work on staggered shift schedule (staggered shifts 8:30-5:30 or 9:30-6:30)

• Willing to work on standby rotation required for P1/P2 critical cases

UEN: 202329526G
EA Licence: 23S2061