End-User Support & Service Desk Manager

XTREMAX PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Xtremax Pte. Ltd. is seeking an experienced End-User Helpdesk and Support Manager to oversee the helpdesk and end-user IT support services for our public sector and enterprise clients in Singapore.

The role focuses on delivering responsive, reliable, user-centered support while coordinating across endpoint, infrastructure, network, application and cybersecurity teams. You will lead a team, manage vendors, and push for continual service improvement.

Qualifications

• Experience managing an enterprise helpdesk or end-user support function.
• Knowledge of incident, request, problem, change, knowledge and asset management.
• Experience overseeing outsourced service providers and SLAs.
• Familiarity with endpoint management and ITSM platforms.
• ITIL certification would be advantageous.

Responsibilities

• Oversee daily helpdesk operations and ensure timely incident resolution.
• Monitor service levels, backlogs, escalations and user satisfaction.
• Act as escalation point for major end-user issues.
• Oversee device deployment, onboarding/offboarding and lifecycle services.
• Lead and develop support staff, fostering a service‑oriented culture.
• Drive self-service, workflow automation and AI-assisted support.

Skills

Leadership

Incident / Service management

ITIL

Microsoft 365 / endpoint management

Vendor management

Communication

Tools

Microsoft Intune

Entra ID

ServiceNow

Workflow automation tools

Job description

Xtremax Pte. Ltd. is seeking an experienced End-User Helpdesk and Support Manager to oversee the helpdesk and end-user IT support services for our public sector and enterprise clients in Singapore.

The role focuses on delivering responsive, reliable, user-centered support while coordinating across endpoint, infrastructure, network, application and cybersecurity teams. You will lead a team, manage vendors, and push for continual service improvement.