End User Experience & Services Lead

HCL Singapore Pte Limited

Singapore

On-site

SGD 120,000 - 180,000

Full time

6 days ago

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Job summary

SAPSF is seeking a Track Lead (Support & Operations) to lead End User Services and Digital Workplace operations across the enterprise. You will drive the transformation of Service Desk, Desktop Support, and DEX programs, ensuring high CSAT and efficient incident resolution.

This role requires overseeing governance, automation, and proactive remediation in a large global environment. You will manage Microsoft 365, Intune, VDI, ServiceNow, and collaboration platforms, delivering measurable

Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering or related discipline.
ITIL Certification (Foundation/Managing Professional preferred).
Nexthink certification preferred.

Responsibilities

Lead end-to-end delivery of End User Services across all locations in GIC environment.
Own operational performance, SLA attainment, KPI management, CSAT, and user experience outcomes.
Establish operational governance, reporting, service reviews, and continual service improvement programs.
Act as the senior escalation point for critical and executive user issues.
Drive service transformation initiatives aligned with digital workplace strategy.
Lead and govern Service Desk Operations, Digital Contact Channels, Self-Service and Virtual Agent capabilities.
Responsible for ticket quality assurance programs and knowledge management initiatives.