Location: Changi Airport Work Week: 5 Days Salary Range: SGD 5,000 – 7,000 We are seeking a dynamic and driven IT Service Desk Mgr to join our team. This role offers the opportunity to lead a high-performing service desk function, contribute to a globally recognized organization, and make a real impact on operational excellence and customer experience. Key Responsibilities Service Delivery & Quality Ensure IT and administrative services consistently meet SLA and quality benchmarks. Take ownership of escalations, major incidents, and service recovery, ensuring timely and effective resolution. Drive continuous improvement initiatives to elevate service standards. Team Leadership & Development Lead and inspire the Service Desk team by managing resourcing, training, mentoring, and performance evaluation. Champion a customer-first culture, fostering accountability and service excellence. Play a key role in talent acquisition and building a strong, future-ready team. Process & Tools Optimization Ensure effective utilization of the tools (e.g., ServiceNow) for seamless ticketing and workflow management. Keep documentation, workflows, and processes up-to-date and aligned with best practices. Identify and implement innovations to enhance service desk efficiency. Stakeholder Engagement & Reporting Represent the service desk in regular cross-functional meetings. Deliver insightful weekly and monthly reports, providing actionable recommendations. Offer feedback to refine the IT Service Desk playbook and drive operational improvements. Strategic Growth & Industry Best Practices Stay ahead of emerging industry trends and integrate relevant practices into operations. Align service delivery with ITIL frameworks and global service management standards. Support the development of long-term strategies to future-proof the service desk. Qualifications & Skills Education & Certifications Degree in Computer Science, Information Technology, or related fields. ITIL 3 Foundation certificatio