Deskside Lead - One North

ALPSOFT TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

ALPSOFT TECHNOLOGIES PTE. LTD. is looking for a Desktop Support Team Lead to manage daily IT desktop support operations and guide a team of Desktop Support Engineers, ensuring high-quality end-user services across the organization.

You will handle incident management, OS migrations, asset tracking, and SLA compliance, while coordinating with vendors and internal stakeholders to drive technology refresh projects and service improvements.

Qualifications

• Diploma or Degree in IT/CS or related field.
• 5+ years desktop/end-user support with 1–2 years in a lead role.
• Hands-on with Windows 10/11, macOS, M365, and end-user hardware.
• Knowledge of Active Directory, IT asset mgmt, and ITSM.
• Experience managing engineers, incidents, requests and SLAs.
• Experience with laptop deployment, OS migration and tech refresh.
• Strong troubleshooting, communication, and leadership.
• ITIL Foundation or Microsoft certs are advantageous.

Responsibilities

• Lead, supervise, and mentor a team of Desktop Support Engineers.
• Provide L2/L3 escalation support and ensure SLA compliance.
• Handle laptop deployment, OS migrations, asset reporting, and onboarding/offboarding.
• Coordinate with hardware/software vendors and internal stakeholders.

Skills

Team Leadership

Incident Management

End-user Support

Windows 10/11

macOS Support

Microsoft 365

Office Applications

Active Directory

IT Asset Management

ITSM Tickets

OS Migration

Technology Refresh

Vendor Management

Stakeholder Management

Education

IT/CS Degree

Job description

Job Summary

The Desktop Support Team Lead is responsible for managing daily IT desktop support operations, leading a team of Desktop Support Engineers, and ensuring efficient delivery of end-user IT services. The role covers incident management, technical troubleshooting, IT asset management, laptop deployment, technology refresh projects, and SLA compliance.

Key Responsibilities

1. Team Leadership & Operations

• Lead, supervise, and mentor a team of Desktop Support Engineers to ensure efficient daily IT support operations.

• Manage engineer rosters, workload distribution, resource allocation, leave planning, and performance monitoring.

• Prepare daily and weekly operational reports, including ticket status, SLA performance, and IT asset updates.

• Oversee onboarding, offboarding, and IT asset reporting to ITSS.

• Act as a backup support engineer for P1 incidents and VIP users.

2. Desktop Support & Incident Management

• Provide L2/L3 technical escalation support for complex hardware, software, and end-user computing issues.

• Troubleshoot Windows 10/11, macOS, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Microsoft Office applications.

• Support laptops, desktops, printers, mobile devices, and associated IT peripherals.

• Monitor incident and service request queues to ensure timely resolution and SLA compliance.

• Perform onsite and remote troubleshooting, root cause analysis, and technical issue resolution.

3. IT Deployment & Technology Refresh

• Lead laptop deployment, device provisioning, and employee onboarding/offboarding activities.

• Coordinate Windows 11 migration, macOS support activities, software installation, patch management, and system upgrades.

• Oversee technical activities for hardware replacement, technology refresh, and IT migration projects.

• Ensure proper IT asset tracking, inventory management, and deployment documentation.

4. Vendor & Stakeholder Management

• Coordinate with hardware and software vendors on technical issues, warranty claims, and equipment replacement.

• Manage vendor escalations to ensure timely resolution of outstanding support issues.

• Liaise with internal IT teams, management, and business users to maintain service quality and operational efficiency.

Job Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.

• Minimum 5 years of desktop/end-user computing support experience, including at least 1–2 years in a Team Lead or supervisory role.

• Strong hands-on experience supporting Windows 10/11, macOS, Microsoft 365, and end-user hardware.

• Good knowledge of Active Directory, user account administration, IT asset management, and ITSM ticketing systems.

• Experience managing desktop support engineers, incidents, service requests, and SLA performance.

• Prior experience with laptop deployment, OS migration, and technology refresh projects.

• Strong troubleshooting, communication, stakeholder management, and leadership skills.

• ITIL Foundation or Microsoft certifications will be advantageous.