Deskside Support Lead

Responsibilities:

• Oversee a team of DSS engineer
• Assist the Operations Lead and Service Delivery Lead and Service Delivery Manager to oversee the daily operations including manage team KPI results.
• Supervise field resource work progress daily whereby ensuring jobs completion and closed timely.
• Take ownership and lead team members including process and workflow design, service operations and field service resource management.
• Drives Internal Team performance to meet Contractual Service Level Management targets, recovery and improvement plans.
• Ensure service quality in all aspects of service delivery, including customer satisfaction and team morale.
• Manage team's RACI, roles and responsibilities, workload, training roadmap.
• Manage internal resources service quality and performance against targets.
• Conduct regular operational reviews with service team members in identifying issues and tracking till resolution.
• Provide assistance and advise field resources including handling of escalation cases.
• Manages any assigned work-related escalations with client and internal stakeholders when required.
• Understand customers requirements and needs. Build strong relationship with customers.
• Whenever required, to participate in work meetings with management team and customer team.

Requirements:

• At least 4 years of DSS working experience
• Ability to lead
• Good technical knowledge
• Candidate who is available within short notice is preferred.

Working hours: 9am to 6.30pm, Standby: required to do weekly standby once a month (allowance will be paid, activation is very rare)

Please note that this is a 1 year renewable contract

We regret that only shortlisted candidates will be notified.

Interested applicants kindly click on apply now or send your updated resume to [email protected]

Berlyn Lum Miao Yu

Registration Number: R1766577

EA License Number: 02C4944

People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705

http://www.peopleprofilers.com