About You

The Lead, Technical Support will be leading and managing the Technical Support / Technical Service Desk operation through ITIL best practice framework and Agile Methodology to drive and ensure the operation efficiency of Technical Support service delivery.

The role will plan, coordinate, manage, and optimise the Technical Support operation, to ensure the agreed SLAs and KPIs are met. The role will define, implement and uphold IT policies, procedures, and best practices to deliver and improve the Technical Support function in Carsome Group.

The Lead, Technical Support is also responsible as an escalation point for the Technical Support agent and a bridge between the Technology and Business Unit for anything related to applications, Technologies Incidents, Problems, Requests & Inquiries.

Your Day-to-Day

This role includes, but is not limited to:

● Ensures Technical Support availability, reliability, and consistency, focusing on the agreed level of quality CSAT and SLA by proactive management

● Possessed a deep level of understanding of the company systems, applications, EUC, hardware & software, be the contact point for escalations and complaints including attending to Business Users that are proving to be difficult for team members and resolving their complaints

● Structure and ensure compliance with the Technical Support framework including policies, processes, and procedures with consistent audits, and periodically improved.

● Provide weekly, monthly, and quarterly Technical Support reporting, risk assessment and mitigation plan to the Technology leadership

● Identify trends and patterns through tickets analysis, escalations and business user feedback to continually improve service (root cause and corrective action)

● End-to-end involvement in the major incident (P0 / P1) management process including incident severity and priority identification, stakeholder communication, bridge call coordination, drive the investigation, chronologies documentation, post-resolution testing, Post-Incident Report (PIR) documentation, and follow up action items

● Monitor, manage and push to exceed Regional SLAs, to ensure performance and operation are reliable and compliant. Where there are SLA breaches, ensure that it is addressed accordingly and in a timely manner

● Manage the subordinate performance management by structuring SMART objectives, drive the team towards achieving the goals and appraise the team performance to promote career growth

● Prepare training material, and/or Knowledge Base (KB) documentation and provide necessary training from time to time to the Technical Support agent to ensure the team is updated with the latest support knowledge

● Prepare the monthly schedule including the standby and on-call roaster

● On-call standby duties 24/7 for urgent escalation/ major incidents including after working hours, weekends, and public holidays.

Your Know-How

Technical Competencies

● Strong experience with Technical Support Supervision & Management is an advantage and significant leadership experience is essential

● Experience managing a multi-channel environment (telephone, email, chat) is highly preferred

● Excellent analytical skills and problem-solving abilities with a focus on continuous improvement

● Excellent interpersonal skills and the confidence to deal with people at all levels

● Excellent verbal and written communication skills in English languages

● Knowledge of Technology applications/tech-savvy

● Ability to work with very minimal guidance or supervision in a time-critical environment and see tasks through to completion without regular follow up

● Excellent listening skills, critical thinker with attention to detail

● Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments

● Must be able to multi-task and effectively manage different timelines

● Must be an assertive team player with high energy to work in a super fast-paced environment

● Must have a strong track record of evaluating, analysing, implementing, leading, and monitoring effective and efficient processes to continuously optimise team performance

Experience

● Minimum 5 years experience in Technical Support Management / IT Helpdesk Management / Technical Incident Management / Technical Problem Management with at least 1 year experience as people manager.

● Experience with IT service principles and frameworks including ITIL, process tools, and best practice methods.

● Extensive experience managing complex IT services on a regional or global basis.

● Experience in developing and / or restructuring policies and processes; and possesses skills in the management of service or architecture processes

Education

● Bachelor Degree in Information Technology/Computer Science (or relevant) Certification

● ITIL Foundation v3 Certification or higher