IT Helpdesk Supervisor [Microsoft, RMM, Endpoint Security, ITIL, SMAX] - TRAN

TRUST RECRUIT PTE. LTD.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading company in Singapore is seeking an IT Helpdesk Manager to lead a team and oversee helpdesk operations. The role involves managing technical support, ensuring compliance with SLAs, and mentoring staff. Candidates should have at least 7 years of experience, strong leadership skills, and technical expertise in relevant tools.

Qualifications

• At least 7 years of relevant experience as an IT Helpdesk Manager or Supervisor.
• Technical expertise in Microsoft platforms and helpdesk tools.
• ITIL experience preferred.

Responsibilities

• Lead and manage a team of IT helpdesk staff and outsourced services.
• Oversee helpdesk system ensuring smooth ticket management.
• Troubleshoot and support End User Computing technologies.

Skills

People management

Interpersonal skills

Communication skills

Organizational skills

Self-motivation

Tools

SMAX

CrowdStrike

Mimecast

Office 365

Job description

Job Responsibilities:

• Lead and manage a team of 2-3 IT helpdesk staff, as well as outsourced helpdesk services.
• Oversee the helpdesk system (SMAX), ensuring smooth ticket management, timely resolutions, and effective communication.
• Troubleshoot and support End User Computing technologies, including PC hardware, virtualization, MS Office, security tools, and application performance, focusing on preventing incidents and restoring services.
• Ensure compliance with service level agreements (SLAs) regarding response times, issue resolution, and communication; escalate critical issues when required.
• Collaborate with the IT Infrastructure team to execute IT projects effectively.
• Manage employee onboarding and offboarding, track IT assets, and ensure compliance with IT policies.
• Create and maintain process flows and documentation for internal IT workflows and user knowledge bases.
• Offer support and training on ITIL best practices for end-user computing.
• Participate in the planning, evaluation, and deployment of enterprise tools such as Office 365, RMM tools, and endpoint security.
Coach, mentor, and encourage the development of IT helpdesk team members

Requirements:

• At least 7 years of relevant experience as an IT Helpdesk Manager or Supervisor.
• Proven people management skills, with strong interpersonal and communication abilities, and attention to detail.
• Technical expertise in Microsoft platforms, helpdesk tools (preferably SMAX), RMM tools, and endpoint security tools like CrowdStrike and Mimecast.
• ITIL experience is preferred.
• Strong leadership, accountability, and ownership are essential for success in this role.
• Ability to project a professional image to management, staff, vendors, co-workers, and external contacts.
• A collaborative team player, comfortable working with cross-functional teams and third-party system technologies.
• Capability to support internal and external customers, explaining technical issues to non-technical users.
• Self-motivated, quick to learn, and proactive in approach.
Strong organizational skills

HOW TO APPLY:

We regret only shortlisted candidates will be notified.

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