Deskside Team Lead

idc technologies (singapore) pte. ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

idc technologies (singapore) pte. ltd. seeks a customer-focused leader to drive End User Computing (EUC) services across our client organization. You will oversee desktop support, endpoint management and user experience while guiding a team of desktop engineers.

You will collaborate with the Service Delivery Manager, Onsite engineers, Service Desk and cross-functional teams to deliver excellence, achieve SLA and XLA targets, and push continuous service improvements.

Qualifications

• Bachelor's degree in information technology or computer science or equivalent.
• 8–10 years in IT operations of end-user computing environments.
• Minimum 3 years in a team lead or managerial role.
• Strong knowledge of Windows, MacOS, AD, Intune, O365, DEX, Email, Printing, Hardening, Imaging, Anti-Virus, VPN.
• Familiarity with ServiceNow ticketing system, CMDB, Asset management.
• Experience managing vendors and third-party service providers.
• Proven people-management and leadership experience.
• ITIL certification or Microsoft certifications.

Responsibilities

• Lead a team of 20+ desktop engineers ensuring timely resolution of incidents, requests, and problem tickets.
• Provide timely and effective EUC support to end users, ensuring high CSAT while meeting SLAs and XLAs.
• Manage VIP support services provided by P1 engineers.
• Oversee lifecycle of end-user endpoints: inventory, compliance, security, asset refurbishment or disposal.
• Plan and execute EUC projects including OS upgrades and hardware refresh.
• Manage external vendors for repair of EUC devices and peripherals.
• Maintain EUC SOPs and support documentation.
• Adhere to ITIL best practices for service management and continuous improvement.

Education

Bachelor's degree in information technology or computer science or equivalent

Tools

Windows

MacOS

AD

Intune

O365

DEX

Email

Printing

Hardening

Imaging

Anti-Virus

VPN

ServiceNow

CMDB

Asset Management

Job description

JD for EUC

About the job

We are seeking for a customer-focused, andexperienced lead to lead the delivery of End User Computing (EUC) servicesacross our client organization. In this role, you will oversee desktop supportoperations, endpoint management, and end-user experience while leading a teamof desktop engineers. You will collaborate closely with the Service DeliveryManager (SDM), Onsite engineers, Service Desk, and cross-functional teams todeliver operational excellence, achieve SLA and XLA targets, and drivecontinuous service improvement.

Key Responsibilities:

ServiceOperations

• Lead a team of 20+ desktop engineers ensuringtimely resolution of incidents, requests, and problem tickets.
• Providetimely and effective EUC support to end users, ensuring high levels of customersatisfaction (CSAT) while meeting agreed SLAs and XLAs.
• Manage and oversee the VIP support servicesprovided by the P1 support engineers.
• Manage the lifecycle of all end-user endpoints, ensuring accurate asset inventory, device compliance, endpoint security, and refresh or disposal of IT assets including laptops, desktops, mobile devices, and peripherals.
• Ensure timely setup of meeting rooms, AVsystems by engineers, as per user requests.
• Manageonboarding and offboarding activities for end users and deployment of end userdevices to ensure the best employee level experience (XLA).
• Planand execute EUC projects, including technical refresh of EUC hardware, softwareupgrades, OS (Windows, MacOS) upgrades, modern technology implementations, and relocationof EUC equipment.
• Manageexternal vendors for repair of faulty end user computing devices andperipherals.
• Maintain all EUC support documentation and ensureSOP are keep up to date.

• Ensure compliance with IT policies, procedures, and agency compliance requirements.
• Provide training and coaching to the EUC support team to enhance their technical skills and knowledge.
• Plan manpower, engineer scheduling, resource allocation, and shift coverage to meet business and operational requirements.
• Adhere to ITIL best practices for IT service management, ensuring consistent and efficient service delivery.

Performance& Reporting

• Monitor and report on service performance (SLAs, KPIs, incident trends and CSAT).
• Drive continuous improvement initiatives for service quality and user experience.
• Manage escalations and problem resolution.

Requirements

• Bachelor's degree in information technology or computer science or equivalent.
• Minimum 8 to 10 years of experience in IT operations of end-user computing support environments, with at least 3 years as a team lead or managerial role.
• Strong knowledge of Windows, MacOS, AD, Intune, O365, DEX, Email, Printing, Hardening, Imaging, Anti-Virus, VPN.
• Familiarity with ServiceNow ticketing system, CMDB, Asset management.
• Experience managing vendors and third-party service providers.
• Demonstrated people-management and leadership experience.
• Strong operational and service-delivery mindset.
• Analytical and problem-solving skills.
• Continuous improvement and customer-focused approach.
• ITIL certification, Microsoft certifications.