Team Leader, IT Service Operations (Helpdesk)

Role Purpose
Lead end-user support, service desk operations, workplace technology services, onboarding/offboarding processes, application L1 support, and operational automation for the VVIP Terminal.
Key Responsibilities
• Lead IT Service Desk operations and ensure incident/request resolution within SLA.
• Provide VIP/VVIP technology support for executives, government users, terminal operators, and special events.
• Manage onboarding, offboarding, joiner/mover/leaver processes including account provisioning, access requests, and device setup.
• Provide daily operational support for IT, OT and ICT systems including network, WiFi, CCTV, ACS, BMS, meeting room systems, IPTV, telephony, and collaboration tools.
• Act as Level 1 Support for ERP and business applications including user support, access management, issue triage, and vendor escalation.
• Manage workplace technology readiness, meeting rooms, VIP lounges, and operational workstations.
• Manage IT assets, endpoint inventory, and device lifecycle activities.
• Administer ITSM platforms (Jira Service Management / ServiceNow...), workflows, approvals, and service catalogs.
• Manage Intune, MDM, software deployment, endpoint compliance, and policy administration.
• Develop operational automation using Power Automate, Power Apps, Forms, and scripting tools.
• Build operational dashboards, service reports, and KPI tracking to improve service quality and efficiency.