Deskside Service Team Lead

ESCO PTE. LTD.; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading technology firm in Singapore is seeking a Deskside Services Team Lead to oversee end-user support services across Singapore and Southeast Asia. This role focuses on managing a team, ensuring service quality, and maintaining vendor relationships. Ideal candidates will possess a Bachelor's degree and have extensive experience in IT support and leadership. Competitive salary and growth opportunities are offered.

Qualifications

• 5+ years of experience in deskside or IT support, with 2+ years in a leadership role.
• Experience managing outsourced teams and vendor contracts.

Responsibilities

• Lead and manage a team of deskside engineers and support staff.
• Oversee recruitment, training, performance reviews, and career development.
• Foster a culture of accountability, collaboration, and service excellence.
• Ensure deskside support services meet SLAs and KPIs.
• Own and optimize processes for incident, problem, change, and asset management.
• Act as escalation point for complex technical issues.
• Develop and implement service plans aligned with business goals.
• Coordinate with regional and global IT teams to ensure consistency and compliance.
• Manage the deployment, maintenance, and lifecycle of IT assets.
• Manage relationships with external service providers.
• Collaborate with internal stakeholders to align support services with user needs.
• Oversee setup and technical support for meetings and events.
• Ensure AV equipment and collaboration tools are operational and user-friendly.
• Ensure adherence to IT policies, security standards, and audit requirements.
• Maintain accurate documentation and reporting for service activities.

Skills

Excellent leadership and people management skills

Strong analytical and problem-solving abilities

Effective communication and stakeholder management

Ability to work in a fast-paced, multi-cultural environment

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

ITIL

ServiceNow

Asset management tools

Job description

Job Summary

The Deskside Services Team Lead leads the delivery of end‑user support services across Singapore and other Southeast Asia sites. This role ensures operational excellence, manages vendor relationships, and drives continuous improvement in service delivery, asset management, and customer satisfaction.

Key Responsibilities

• Lead and manage a team of deskside engineers and support staff.
• Oversee recruitment, training, performance reviews, and career development.
• Foster a culture of accountability, collaboration, and service excellence.
• Ensure deskside support services meet SLAs and KPIs.
• Own and optimize processes for incident, problem, change, and asset management.
• Act as escalation point for complex technical issues.
• Develop and implement service plans aligned with business goals.
• Coordinate with regional and global IT teams to ensure consistency and compliance.
• Manage the deployment, maintenance, and lifecycle of IT assets.
• Manage relationships with external service providers.
• Collaborate with internal stakeholders to align support services with user needs.
• Oversee setup and technical support for meetings and events.
• Ensure AV equipment and collaboration tools are operational and user‑friendly.
• Ensure adherence to IT policies, security standards, and audit requirements.
• Maintain accurate documentation and reporting for service activities.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 5+ years of experience in deskside or IT support, with 2+ years in a leadership role.
• Strong knowledge of ITIL, ServiceNow, and asset management tools.
• Experience managing outsourced teams and vendor contracts.

Skills & Competencies

• Excellent leadership and people management skills.
• Strong analytical and problem‑solving abilities.
• Effective communication and stakeholder management.
• Ability to work in a fast‑paced, multi‑cultural environment.

Preferred Certifications

• ITIL Foundation or higher
• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+ or Network+