Cluster Manager, IT Technical

at  ITCAN Pte Ltd

• Manage and lead the Service Desk and staffs to provide 1st level technical suppor
• Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
• Report to SD managers on any issue that could significantly impact the SLA and recommends action plan.
• Take overall responsibility for incident management and request fulfilment (if any).
• Ensure staffs take ownership of user’s incidents and be proactive when dealing with user’s incidents
• Arrange for external technical support where problems cannot be resolved within L1
• Manage Service Quality Assessment and Coach the agents on proper handling approaches
• Provide Domain Briefing/ Training to new joiners
  Job Types: Full-time, Permanent, Contract

Benefits:

• Professional development

Schedule:

• Day shift
• Monday to Friday

Work Location: In perso

Please refer the Job description for details