IT Service Desk Lead: Cloud & AI-Driven Support

CORNERSTONE GLOBAL PARTNERS PTE. LTD.; Singapore; On-site; SGD 60,000 - 120,000; Full time

Job summary

CORNERSTONE GLOBAL PARTNERS PTE. LTD. is seeking an experienced IT Service Desk Team Lead to oversee technical support operations and ensure high-quality service delivery to clients in a shift-based environment.

You will supervise a team of IT support professionals, manage escalations, and collaborate with internal teams and clients to resolve issues and improve service quality while supporting cloud-based technologies and AI-enabled tools.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline.
• Experience in IT service desk, technical support, IT service management or similar environment.
• Experience supervising or leading a team in an IT support/service desk.
• Experience managing escalations, incidents and stakeholder communications.
• Good understanding of_IT service management processes, including incident and service request management.
• Familiarity with Microsoft Azure and Microsoft 365 preferred.
• Familiarity with AI-enabled support tools and technologies is an advantage.

Responsibilities

• Lead a team of IT service desk professionals, including coaching, work allocation and performance monitoring.
• Oversee daily service desk operations, ensuring service levels and customer service standards are met.
• Manage incidents and escalations, coordinating with technical teams for timely resolution.
• Collaborate with internal teams and clients to understand requirements and provide updates.
• Support adoption of Microsoft Azure, Microsoft 365 and AI-enabled tools to improve support workflows.
• Identify opportunities to improve incident management and service desk processes.
• Ensure governance, data protection and security compliance in service desk activities.
• Work with account and technical teams to understand client needs and improve service delivery.

Skills

IT service management

Incident management

Stakeholder management

Team leadership

Microsoft Azure

Microsoft 365

Communication

Education

Bachelor's degree in IT/CS/Engineering

Job description

CORNERSTONE GLOBAL PARTNERS PTE. LTD. is seeking an experienced IT Service Desk Team Lead to oversee technical support operations and ensure high-quality service delivery to clients in a shift-based environment.

You will supervise a team of IT support professionals, manage escalations, and collaborate with internal teams and clients to resolve issues and improve service quality while supporting cloud-based technologies and AI-enabled tools.