5 day work week : Monday to Friday Location : Changi Airport Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards. · Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team. · Leads the team to perform service recovery in the event of issues. · Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave. · Mentor, provide guidance and support to the Service Desk team. · Lead and develop the service desk team, including hiring, training, and performance evaluations. · Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery. · Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow. · Identify and implement improvements along with updating of documentation for service desk processes and procedures. · Foster a customer-centric culture within the team, emphasising excellent customer service. · Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports. · Suggest and implement service improvement plans to enhance service delivery and employee satisfaction. · Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current. · Stay relevant with industry trends and best practices, integrating them into the service delivery strategy. · Adhere to ITIL processes and frameworks, ensuring best practices in IT service management. · Degree in Computer Science, Information Technology, or a related field. · ITIL 4 Foundation Certification · ITIL 4 Intermediate / Expert preferred · Project Management Professional (PMP) or similar will be an added advantage. · Stro