Service Desk Lead APAC

Job Purpose:

The Service Desk Lead APAC is responsible for leading and managing the service desk team, ensuring the delivery of high-quality IT support services to end-users. Reporting to the IT Director or Chief Information Officer (CIO), this role involves overseeing daily operations, optimizing processes, and maintaining a high level of customer satisfaction.

Roles & Responsibilities:

1. Service Desk Management

- Lead, mentor, and manage the service desk team, including hiring, training, and performance evaluations.

- Develop and implement service desk policies, procedures, and best practices.

- Monitor service desk performance and ensure service level agreements (SLAs) are met.

- Implement incident management and request fulfillment processes.

2. End-User Support

- Provide expert-level technical support to end-users for hardware, software, and network issues.

- Troubleshoot and resolve escalated support issues efficiently.

- Ensure that the service desk team delivers timely and effective solutions to end-user problems.

3. Service Improvement

- Continuously assess and improve service desk operations to enhance efficiency and customer satisfaction.

- Gather and analyze service desk metrics and customer feedback to identify areas for improvement.

- Implement IT service management (ITSM) best practices and standards.

4. Resource Management

- Allocate and manage service desk resources effectively to meet service demands.

- Coordinate with other IT teams for problem resolution and escalation when needed.

- Manage service desk tools and technologies to optimize support processes

5. Reporting and Documentation

- Prepare and deliver regular reports on service desk performance, including key performance indicators (KPIs) and trends.

- Maintain accurate records of support requests, incidents, and resolutions.

- Ensure the service desk knowledge base is up-to-date with solutions and troubleshooting procedures. 6. Vendor and Supplier Relations

- Manage relationships with third-party vendors and suppliers for service desk-related tools and services.

- Oversee vendor contracts, service agreements, and pricing negotiations.

Education/Experience:

• Bachelor's degree in information technology or related field (preferred).
• 10 years of experience in Incident, Request, Major Incident, and Problem Management gained in an ITIL-based organization.
• Having relevant ITIL qualifications.
• Experience of working with / optimizing an ITSM tool
• Proven leadership and team management skills.
• Experience with ITSM tools and processes