Technical Service Lead (1 year contract)

Job Description The Technical Service Lead role is for a StarHub subsidiary. This role coordinates and leads the overall technical delivery of the scope of services. Drives the quality of the delivered services on a day-to-day basis. First point of escalation (before Service Delivery Manager) for critical issues / high severity technical support. • 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 • Organise 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 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.