Enterprise IT Service Desk Leader — AI-Driven End-User Support

Xtremax; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Xtremax in Singapore seeks an experienced IT Service Desk & End-User Support Manager to lead enterprise helpdesk and end-user IT support operations, delivering responsive, reliable and user-centred service.

This hands-on leadership role covers service desk operations, endpoint support, asset lifecycle, and cross-functional collaboration with infrastructure, network, applications and cybersecurity teams to ensure consistent service delivery.

Qualifications

• Experience leading an enterprise helpdesk or end-user IT support function.
• Strong understanding of incident, request, problem, change, and asset management.
• Proven ability to drive service improvements and mentor staff.

Responsibilities

• Lead daily helpdesk and end-user support operations with service levels.
• Monitor performance, backlogs, escalations and user satisfaction for improvements.
• Coordinate with endpoint, infrastructure, network, application and cybersecurity teams.
• Manage external providers and ensure SLA compliance.
• Drive self-service, automation and AI-assisted support to reduce manual work.

Skills

Enterprise IT service management

Leadership

Incident and problem management

Stakeholder management

Communication skills

Tools

ServiceNow

Microsoft Intune

Microsoft Entra ID

Microsoft 365

Job description

Xtremax in Singapore seeks an experienced IT Service Desk & End-User Support Manager to lead enterprise helpdesk and end-user IT support operations, delivering responsive, reliable and user-centred service.

This hands-on leadership role covers service desk operations, endpoint support, asset lifecycle, and cross-functional collaboration with infrastructure, network, applications and cybersecurity teams to ensure consistent service delivery.