Our client a Information Technology company is looking to hire Workplace Support Manager
Job Responsibilities:
- Act as the dedicated single point of contact on Workplace Support services;
- Monitor and ensure timeliness, quality, and overall effectiveness on service performance on Service Desk and Workplace Support services;
- Review special Service Request that warrant special attention or require further follow-up, if any;
- Review and allocate manpower/ resources at field level;
- Provide analysis on service efficiency and effectiveness and recommends areas for improvement;
- Organize regular meeting for services performance review;
- Formulate the due diligence, transition, implementation and risk mitigation plan;
- Formulate and continuously improve escalation procedure to facilitate complex problem resolution;
- Coordinate service support resources when specific skills are needed;
- Deliver on demand incident reports, monthly SLRs report, incident performance trend analysis reports and fault pattern analysis reports as well as conduct weekly review meeting and monthly service review meetings with the Employer;
- Ensure premium services quality and immediate problem resolution; and
- Manage ongoing operations and support issue.
- Bachelor degree of a relevant discipline and at least 10 years of IT working experience, with at least 5 years in workplace support operations and minimum 3 years in a supervisory or managerial role
- ITIL certified
- Proven experience in infrastructure technology management
- Proficiencies in project management and technical knowledge
- A continuous learner that stays abreast with industry knowledge and technology
- An advanced degree in a relevant field is a plus
- Relevant certifications, such as CCNP, AWS Certified Cloud Practitioner, or CompTIA Project+, are a plus
