IT Service Desk Team Lead (Shift required)

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

We are looking for an experienced IT Service Desk Team Lead to lead technical support operations and ensure consistent, high-quality service delivery to clients.

The successful candidate will supervise a team of IT support professionals, oversee day-to-day service desk operations, manage escalations, and work closely with internal teams and clients to resolve service issues and improve service quality. The role will also support the adoption of cloud-based technologies and AI-enabled tools to improve service desk efficiency.

The role operates on a shift-based schedule to support service desk operations. Candidates must be comfortable working on rotating shifts.

Key Responsibilities

• Team Leadership: Supervise, coach and support a team of IT service desk professionals. Manage work allocation, schedules, performance monitoring and team development.

• Service Desk Operations: Oversee daily service desk activities and ensure service levels, operational targets and customer service standards are met.

• Incident & Escalation Management: Manage service escalations and critical incidents, coordinate with relevant technical teams, and ensure timely resolution and effective communication with stakeholders.

• Stakeholder Management: Work closely with internal teams, clients and relevant stakeholders to understand service requirements, provide updates and address service-related concerns.

• Technical Support & Improvement: Support the adoption of Microsoft cloud technologies, including Azure and Microsoft 365, as well as appropriate AI-enabled tools to improve support workflows and service efficiency.

• Process Improvement: Identify opportunities to improve incident management, service desk processes and operational efficiency using established IT service management practices.

• Governance & Compliance: Ensure service desk activities are carried out in accordance with applicable IT security, data protection and organisational policies.

• Customer Service: Work with account and technical teams to understand client needs, improve service experience and support effective delivery of contracted services.

Requirements

• Degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent relevant experience.

• Relevant experience in IT service desk, technical support, IT service management or a similar environment.

• Experience supervising or leading a team in an IT support or service desk environment.

• Experience managing service 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 is preferred.

• Familiarity with AI-enabled support tools and technologies is an advantage.

• Strong communication, leadership, problem-solving and stakeholder management skills.

• Ability to work effectively with technical teams, clients and other stakeholders.

• Able to manage multiple priorities in a service-oriented environment.
  

• Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified. The information provided is for recruitment purposes only.

• Cornerstone Global Partners is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.