IT Service Desk Team Lead

Maltem Asia-Pacific; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Maltem Asia-Pacific is seeking an IT Service Desk Team Lead for a client in the Education sector in Singapore. You will oversee day-to-day operations of the service desk, coordinate incident logging and prioritisation, monitor queues and performance metrics, and support the team in troubleshooting end-user issues.

The role requires IT qualifications or equivalent experience, knowledge of ITSM tools, strong leadership and communication skills, and the ability to work in a fast-paced multi-user

Qualifications

• Experience in IT service desk or technical support operations.
• Experience coordinating or leading a service desk team.
• Knowledge of ITSM tools and incident management.
• Strong communication, leadership and customer service skills.

Responsibilities

• Lead the day-to-day operations of the IT Service Desk.
• Coordinate first-level support activities and ensure incidents are logged and prioritised correctly.
• Monitor ticket queues, response times, resolution rates and outstanding cases.
• Support the team in troubleshooting hardware, software, account and connectivity issues.
• Ensure incidents are escalated to the appropriate technical teams within agreed timelines.
• Review ticket quality, documentation and adherence to support procedures.
• Coach team members and support knowledge sharing and training.
• Prepare service performance reports and identify opportunities for improvement.
• Coordinate extended support coverage and operational handovers where required.
• Maintain effective communication with users and client stakeholders.

Skills

Service desk leadership

Incident management

ITSM tools

Windows

Microsoft 365

Communication

Leadership

Customer service

SLA tracking

Education

IT qualification

Tools

ITSM tools

Job description

Maltem Asia is currently seeking an IT Service Desk Team Lead for our client in the Education domain.

Role: IT Service Desk Team Lead

Key Responsibilities

• Lead the day-to-day operations of the IT Service Desk.
• Coordinate first-level support activities and ensure incidents are logged and prioritised correctly.
• Monitor ticket queues, response times, resolution rates and outstanding cases.
• Support the team in troubleshooting hardware, software, account and connectivity issues.
• Ensure incidents are escalated to the appropriate technical teams within agreed timelines.
• Review ticket quality, documentation and adherence to support procedures.
• Coach team members and support knowledge sharing and training.
• Prepare service performance reports and identify opportunities for improvement.
• Coordinate extended support coverage and operational handovers where required.
• Maintain effective communication with users and client stakeholders.

Requirements

• Relevant IT qualification or equivalent technical experience.
• Experience in IT service desk or technical support operations.
• Previous experience coordinating or leading a service desk team is preferred.
• Knowledge of ITSM tools, incident management and SLA tracking.
• Good understanding of Windows, Microsoft 365 and common end-user IT issues.
• Strong communication, leadership and customer service skills.
• Ability to work in a fast-paced, multi-user support environment.