NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
We’re searching for a Service Desk Operations Manager to be part of our diverse team of talent here at NCS!
Job Summary
The Service Desk Operations Manager is responsible for leading IT concierge services, ensuring seamless IT support for end users, and enhancing the overall IT service experience. This role requires proactive engagement with stakeholders, efficient incident resolution, and continuous service improvement to meet organizational IT support standards.
Job Responsibilities
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IT Service Management & End-User Support
- Oversee IT concierge services, ensuring a high level of end-user computing (EUC) support and customer satisfaction.
- Act as a single point of contact (SPOC) for VIP users, executives, and key stakeholders, addressing IT-related concerns promptly.
- Monitor and manage IT support requests, ensuring timely resolution of incidents and service requests.
- Implement and enforce ITIL best practices in IT service delivery, incident management, and problem resolution.
- Ensure compliance with IT security policies, standards, and procedures in all end-user interactions.
Stakeholder Engagement & Vendor Management
- Work closely with internal IT teams, service desk personnel, and external vendors to coordinate and optimize IT support services.
- Manage vendor contracts and service-level agreements (SLAs) to ensure quality IT support services.
- Conduct regular user feedback sessions to identify pain points and implement service improvements.
- Provide IT support for executive meetings, conferences, and corporate events, ensuring seamless technology operations.
Service Improvement & Reporting
- Analyze IT support trends and provide reports with recommendations for service enhancement.
- Identify opportunities for automation and self-service solutions to improve efficiency.
- Collaborate with IT teams to enhance IT infrastructure and deploy new tools that optimize IT support services.
- Conduct training sessions and knowledge-sharing workshops to improve end-user IT literacy and awareness.
Technical Skills:
- Strong knowledge of Microsoft Windows, IT Service Management (ITSM), and End-User Computing (EUC).
- Hands-on experience with incident and problem management, service desk operations, and ITIL frameworks.
- Familiarity with enterprise IT tools, remote support technologies, and security policies.
We are driven by our AEIOU beliefs - Adventure, Excellence, Integrity, Ownership, and Unity - and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
