End User Support Lead — Digital Workplace & IT Ops

NTUC First Campus

Singapore

On-site

SGD 80,000 - 120,000

Full time

5 days ago

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Job summary

NTUC First Campus in Singapore is seeking an experienced End User Support Lead to manage Level 1 and Level 2 teams, delivering high-quality technical support and an excellent end user experience. You will mentor engineers, drive incident resolution within SLAs, oversee software and device lifecycles, and partner with vendors to refresh workplace technologies while upholding security standards.

This role demands strong communication, governance, and a proactive mindset to continuously improve

Qualifications

Bachelor’s or Master’s degree in IT or related field.
ITIL Foundation certification preferred.
4–6 years in End User Support, Digital Workplace, or IT Operations.

Responsibilities

Assist in managing Level 1/2 End User Support team to deliver high-quality support.
Provide technical leadership and mentorship to engineers on endpoints, OS, apps, and collaboration tools.
Ensure incidents are resolved within SLAs with high customer satisfaction.
Monitor performance, identify recurring issues, and drive improvements.
Develop and maintain SOPs, knowledge articles, and documentation.
Manage endpoint lifecycle: procurement, staging, deployment, asset management, and decommissioning.
Support software lifecycle management, licensing, deployments, and governance.
Collaborate with cybersecurity and application teams on standards and security.