The Offer Work within a company with a solid track record of success Work alongside & learn from best in class talent Join a well known brand within IT Services The Job Key Responsibilities: Team Management & Leadership · Supervise a team of service desk analysts, providing guidance, coaching, and performance feedback.
· Develop schedules and manage resource allocation to ensure adequate support coverage.
· Set team objectives and key performance indicators (KPIs) aligned with business goals.
Service Desk Operations · Oversee daily operations of the service desk, ensuring tickets and incidents are managed within SLAs.
· Act as the escalation point for complex issues, ensuring timely and satisfactory resolution.
· Monitor ticketing systems and manage workflow, assigning tasks as needed.
Customer Support & Communication · Ensure that the team provides excellent customer service to Mandarin-speaking clients, ensuring clarity, empathy, and professionalism.
· Conduct quality assurance checks on service desk interactions, providing feedback for improvement.
· Communicate effectively with stakeholders, providing updates on incidents, resolutions, and potential issues.
Incident & Problem Management · Identify recurring issues and work with relevant teams to provide long-term solutions.
· Implement best practices in incident management, tracking and analyzing incidents to improve overall service desk efficiency.
· Collaborate with IT and cross-functional teams to address and resolve system issues affecting end-users.
Reporting & Documentation · Create and present reports on team performance, ticket resolutions, and customer satisfaction metrics.
· Document processes, workflows, and solutions to enhance team knowledge and training resources.
· Track team productivity and provide regular feedback for continuous improvement.
Continuous Improvement & Training · Stay updated on the latest tools and industry best practices in service desk operations.
· Conduct regular training sessions to improve team skills and technical knowledge, especially for Mandarin-speaking support.
· Lead initiatives to streamline processes, improve response times, and enhance the customer experience The Profile · Language: Fluency in Mandarin and English is required, both written and spoken.
· Education: Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
· Experience: 4+ years in a service desk or IT support role, with at least 1 year in a supervisory or team lead position.
· Technical Skills: Proficiency with IT service management tools (e.g., ServiceNow) and troubleshooting desktop, network, and application issues.
· Leadership Skills: Demonstrated ability to lead, mentor, and motivate a team, with strong organizational and time-management skills.
· Customer Service: Excellent interpersonal skills, with a customer-first attitude and a problem-solving mindset.
· Certifications (Optional): ITIL certification or equivalent is a plus.
The Employer Our client is seeking a dedicated and proactive Team Lead for Service Desk who is fluent in Mandarin and English to lead our service desk team, ensuring high-quality support and efficient incident resolution for our customers.
The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to providing exceptional customer service in a fast-paced environment.