EUS Team Leader

I.T. GENERATION; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading IT solutions provider in Singapore seeks an experienced End User Services Team Leader to manage IT support operations. The ideal candidate will lead and develop a team of technicians, ensure high standards of service delivery, and resolve complex technical issues, making significant contributions to user satisfaction and operational efficiency.

Qualifications

• 4–6 years of experience in End User Support, including at least 1–2 years in a team lead or supervisory capacity.
• Strong technical expertise in desktop support, Microsoft 365, Active Directory (AD), Intune.
• Demonstrated ability to lead a support team and uphold high service quality standards.

Responsibilities

• Lead a team of L1/L2 support technicians and manage ticket queues.
• Perform Level 2 troubleshooting for hardware, software, and networking issues.
• Oversee team schedules, conduct training sessions, and monitor customer satisfaction.

Skills

Desktop support

Microsoft 365

Active Directory (AD)

Intune

Collaboration tools

Job description

Role Summary: We are seeking a hands‑on and people‑oriented End User Services (EUS) Team Leader to oversee and actively participate in the daily operations of the IT support team. This role combines leadership with technical expertise, requiring the individual to manage a team of support technicians while also resolving complex technical issues, providing direct end‑user support, and maintaining high service standards. The ideal candidate excels in collaboration, takes initiative, and possesses strong technical proficiency alongside excellent interpersonal skills.

Key Responsibilities

Team Supervision & Technical Operations

• Lead a team of L1/L2 support technicians, offering both technical and operational direction.
• Manage ticket queues, assign tasks, and ensure consistent achievement of SLAs and KPIs.
• Take a hands‑on approach in resolving complex or high‑priority technical issues and escalations (P1/P0).

Technical Support & Troubleshooting

• Perform Level 2 troubleshooting for hardware, operating systems, software, and networking issues.
• Support the deployment, configuration, and maintenance of end‑user devices and applications.
• Assist with onboarding and offboarding processes, including user access provisioning.

Resource & Shift Management

• Oversee team schedules, shift rotations, leave planning, and on‑call readiness.
• Conduct team meetings, organize training sessions, and encourage knowledge sharing within the team.

Process Adherence & Quality

• Enforce Standard Operating Procedures (SOPs), security policies, and ITIL‑aligned best practices.
• Ensure proper asset tracking, documentation, and lifecycle management processes are maintained.

User Engagement & Service Delivery

• Conduct floor walks, manage Tech Bar sessions, and foster a user‑focused support culture.
• Monitor customer satisfaction (CSAT) and implement corrective actions based on user feedback.

Reporting & Collaboration

• Prepare team performance reports, analyze ticket trends, and recommend improvement initiatives.
• Collaborate with other IT teams to upscale and resolve cross‑functional issues efficiently.

Qualifications & Skills

• 4–6 years of experience in End User Support, including at least 1–2 years in a team lead or supervisory capacity.
• Strong technical expertise in desktop support, Microsoft 365, Active Directory (AD), Intune, and collaboration tools.
• Demonstrated ability to lead a support team and uphold high service quality standards.

Preferred Certifications

• ITIL Foundation
• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+ / Network+