EUC Team Lead

SERVBRIDGE INCORPORATED PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

An IT services company in Singapore is seeking an EUC Team Lead responsible for overseeing daily operations of the End-User Computing team. The ideal candidate should possess a diploma in IT and have experience in team leadership within IT support, strong problem-solving skills, and excellent communication abilities. This role involves managing team performance, ensuring compliance with security policies, and engaging with customers effectively.

Qualifications

• At least 3–5 years of experience in IT support, with 1–2 years in a team lead or supervisory role.
• Strong knowledge of Windows OS and endpoint management.
• Good understanding of ITIL framework (ITIL certification is an advantage).

Responsibilities

• Plan, organize, and schedule team rosters for adequate coverage.
• Lead and mentor the EUC support team.
• Prepare and present monthly service review reports to the customer.
• Ensure monthly Windows patches for all EUC endpoints are executed.

Skills

Team leadership

Customer engagement

Problem-solving

Communication skills

Education

Diploma or Degree in Information Technology or related field

Tools

Patching tools

ITSM processes

Job description

The EUC Team Lead is responsible for overseeing the daily operations of the End-User Computing team, ensuring timely and effective support delivery to end users. This role includes managing team performance, coordinating operational activities, ensuring compliance with patching and security policies, and maintaining strong communication with customers and stakeholders.

Key Responsibilities

1. Team Leadership & Operations Management

• Plan, organize, and schedule team rosters to ensure adequate coverage and resource allocation.
• Lead and mentor the EUC support team, providing guidance, coaching, and performance feedback.
• Conduct weekly review meetings with the team to track progress of Incident and Service Request (SR) tickets.
• Monitor daily operations to ensure SLA and KPI compliance.

2. Customer & Stakeholder Engagement

• Prepare and present monthly service review reports to the customer, highlighting performance metrics, improvements, and ongoing initiatives.
• Act as the key point of contact for customer escalation and communication for EUC-related matters.

3. Technical & Process Responsibilities

• Ensure monthly Windows patches for all EUC endpoints (PCs, laptops, etc.) are executed according to schedule and compliance requirements.
• Oversee ticket management practices to ensure proper classification, prioritization, and timely resolution.
• Work with cross‑functional teams (infrastructure, security, applications) to resolve complex issues or implement service improvements.

4. Reporting & Continuous Improvement

• Analyze trends from incidents and SRs to identify recurring issues and recommend corrective actions.
• Drive process standardization, documentation updates, and workflow optimization within the EUC function.
• Support audit‑related activities and maintain governance on EUC policies.

Job Requirement

• Diploma or Degree in Information Technology or related field.
• At least 3–5 years of experience in IT support, with 1–2 years in a team lead or supervisory role.
• Strong knowledge of Windows OS, endpoint management, patching tools, and ITSM processes.
• Good understanding of ITIL framework (ITIL certification is an advantage).
• Excellent communication, leadership, and customer‑facing skills.
• Strong problem‑solving abilities with a proactive and structured approach.