IT Service Desk Team Lead (Urgent Hiring)

Alphaeus Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A technology solutions provider in Singapore is seeking an experienced Service Desk Leader to manage and lead the Service Desk team in delivering technical support. Responsibilities include acting as the escalation point for unresolved cases, promoting a strong customer service culture, and ensuring compliance with ITIL processes. The ideal candidate will have 3–5 years of relevant experience and excellent people management skills.

Qualifications

• 3–5 years of experience in IT Service Desk / End-User Support, with at least 1–2 years in a leadership role.
• Strong customer service orientation and communication skills.
• Ability to multitask, prioritize, and manage SLA performance in a fast-paced environment.

Responsibilities

• Manage and lead the Service Desk team to deliver 1st-level technical support.
• Act as the escalation point for unresolved cases.
• Promote a customer service culture to ensure high satisfaction.

Skills

People management

Customer service orientation

ITIL processes knowledge

Education

Diploma/Degree in IT or related field

Job description

Key Responsibilities

• Manage and lead the Service Desk team to deliver 1st-level technical support.

• Act as the escalation point for unresolved cases and provide guidance to the team.

• Promote a customer service culture to ensure high satisfaction across all support channels.

• Report to Service Desk Managers on issues that may impact SLAs and recommend action plans.

• Take overall responsibility for incident management and request fulfilment.

• Ensure staff take ownership of user incidents and be proactive in resolution.

• Oversee call and email logging in the Service Desk system according to SOP.

• Allocate complex issues to appropriate IT support teams or external vendors.

• Manage Service Quality Assessments and coach agents on handling approaches.

• Provide domain briefing and training for new joiners.

• Represent the Service Desk to stakeholders for clarification and inquiries.

Requirements

• Diploma/Degree in IT or related field.

• 3–5 years of experience in IT Service Desk / End-User Support, with at least 1–2 years in a leadership role.

• Strong knowledge of ITIL processes (Incident, Change, Problem).

• Excellent people management skills with the ability to coach, mentor, and develop staff.

• Strong customer service orientation and communication skills.

• Ability to multitask, prioritize, and manage SLA performance in a fast-paced environment.