EUC Deskside Team Lead - End-User IT Operations

idc technologies (singapore) pte. ltd.

Singapore

On-site

SGD 120,000 - 180,000

Full time

5 days ago

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Job summary

idc technologies (singapore) pte. ltd. seeks a customer-focused leader to drive End User Computing (EUC) services across our client organization. You will oversee desktop support, endpoint management and user experience while guiding a team of desktop engineers.

You will collaborate with the Service Delivery Manager, Onsite engineers, Service Desk and cross-functional teams to deliver excellence, achieve SLA and XLA targets, and push continuous service improvements.

Qualifications

Bachelor's degree in information technology or computer science or equivalent.
8–10 years in IT operations of end-user computing environments.
Minimum 3 years in a team lead or managerial role.
Strong knowledge of Windows, MacOS, AD, Intune, O365, DEX, Email, Printing, Hardening, Imaging, Anti-Virus, VPN.
Familiarity with ServiceNow ticketing system, CMDB, Asset management.
Experience managing vendors and third-party service providers.
Proven people-management and leadership experience.
ITIL certification or Microsoft certifications.

Responsibilities

Lead a team of 20+ desktop engineers ensuring timely resolution of incidents, requests, and problem tickets.
Provide timely and effective EUC support to end users, ensuring high CSAT while meeting SLAs and XLAs.
Manage VIP support services provided by P1 engineers.
Oversee lifecycle of end-user endpoints: inventory, compliance, security, asset refurbishment or disposal.
Plan and execute EUC projects including OS upgrades and hardware refresh.
Manage external vendors for repair of EUC devices and peripherals.
Maintain EUC SOPs and support documentation.
Adhere to ITIL best practices for service management and continuous improvement.