Technical Service Lead

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
• 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.
• 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.