SUPPORT LEAD

PURPOSE:
Lead IT Support Team (Singapore) to ensure the effective and efficient delivery of information technology across and ensure that service levels are achieved. Responsible for ensuring the team are meeting and exceeding customer expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed.

REPORT STRUCTURE:
Reports directly to the Modern Workplace & Customer Experience Manage
Direct reports: Support IT Support Engineers (SNG)

KEY RESPONSIBILITIES PREVERVE, EXTEND & CREATE BUSINESS VALUE:

• Lead, mentor, coach, support and motivate the IT Support teams daily operations:
• Manage the end-to-end delivery of Level 1 IT services to ensure agreed SLAs are met
• Provide support employees and business partners to troubleshoot any application and hardware incidents and requests
• Take ownership and handle incidents and requests escalated from the team, and escalate to respective IT teams, if required. Coordinate and follow up on escalated incidents and requests
• Identify, prioritise and schedule problems and act as an escalation point for the team
• Contribute to a continuous improvement and year to year incident reduction culture by analysing causes of incidents and informing service owners in order to minimise probability of recurrence; analysing metrics and reporting on performance of incident and request management process; identifying improvement opportunities, including corrective and preventative actions
• Actively participate in Problem, Change and Release Management processes as well as Continual Service Improvement
• Coaching and leading your team to further develop their capabilities; drive and implement innovation and improvement in the team
• Manage teams calls, tickets, and project tasks, planning and prioritising systematically to minimise backlog and ensure operational efficiency and escalate when necessary
• Provide IT support to VIP Users
• Determine and allocate best use of resources to cover first level support performance including rostering direct and indirect reports and highlighting requirements of broader team to achieve targeted performance levels
• Monitor (hourly / daily / monthly / yearly) performance (including call characteristics, Incidents and Requests) and implement strategies to improve and report to management to exceed support performance goals, KPIs, SLAs adherence and business expectations
• Ensure all incidents and requests are logged and kept current in the ITIL tool
• Engaging team members in 1:1 catch ups to discuss their wellbeing and performance
• Setting up meeting to discuss teams objectives and professional development needs
• Work with IT service leads to prepare for any new IT project transition and participate in the CAB Meetings
• Updating job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations
• Grasp and adapt to new technologies and train the support team

KEY SKILLS & BEHAVIOURS:

• Excellent verbal, written and customer service skills
• Advanced skills and knowledge in delivering ICT service support to customers in complex organisations, including critical thinking and problem solving
• Attention to detail and strong reporting skills
• Motivation to lead and support a productive team in a challenging environment
• Understanding of best practices and methodologies and application of relevant to IT service management, e.g., ITIL framework
• Understanding of analysing metrics and reporting on performance of incident and request management process
• Strong hardware support & trouble shooting skills for Desktops/Laptops/Printers/Phones, Print Servers; Microsoft operating systems, M365, Network faults and a variety of Applications
• Strong Time management skills and can work under pressure
• Proficiency in communicating technical IT jargon into easy-to-understand language when collaborating and consulting with key stakeholders
• Willing to learn new technologies

QUALIFICATIONS AND EXPERIENCE:

• 5+ years of experience in working and supporting Microsoft Infrastructure technologies including Windows 10/11, M365, Teams, SharePoint, Microsoft Intune, Active
• Directory, DNS, DHCP, File & Print Service and SCCM
• 3+ years managing large scale digital workspace environments
• 2+ years managing a team of 5+ IT Support Engineers
• Experience in delivering IT technical service and process in line with ITIL methodology
• Experience supporting Configuration Manager, SOE and application roll outs, Windows, Ms Office, SharePoint, Active Directory, Group Policy related end user issues
• Relevant IT certifications

KEY PERFORMANCE INDICATORS:

• Zero injuries to self & others
• Reduce the identified cyber hazards in line with best practice and aligned patching rigor
• Establish good relationships with the team and business
• Achieve the teams KPI targets including CSAT, MTTR, MTTA and call efficiency scores
• MoM reduction of Incidents by 5%
• Identify automation opportunities in repetitive Service Requests within IT Support tasks
• Projects completed within budget/time