IT Support Lead (Break/Fix Lead)

HCL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading IT services provider in Singapore is seeking an IT Support Lead (Break/Fix Lead) to oversee a team of technicians in data center operations. This role requires expertise in managing relationships with vendors, tracking operational performance, and ensuring high-quality technical support. The ideal candidate has a background in Computer Science or Engineering, with at least 5 years of relevant experience in hardware and networking. Strong leadership and problem-solving skills are crucial for success in enhancing customer satisfaction and optimizing workflows.

Qualifications

• 5 years of experience in computer hardware and networking.
• Proven leadership experience with high-performing teams.
• Familiarity with RMA processes and vendor management.

Responsibilities

• Lead and manage a team of repair technicians.
• Collaborate with teams to resolve complex technical issues.
• Track performance metrics like MTTR and customer satisfaction.

Skills

Leadership

Problem-solving

Communication

Analytical skills

Technical support

Education

Bachelor degree in Computer Science or related field

Tools

Networking tools

Repair tools

Job description

Job Summary

The IT Support Lead (Break/Fix Lead) is a critical role in our data center operations, responsible for leading a team of repair technicians and ensuring the efficient and effective resolution of technical issues. As a key member of the technical support team, you will be responsible for providing expert guidance, oversight, and leadership to drive resolution, improve processes, and enhance customer satisfaction.

Responsibilities

• Lead, motivate, and manage a team of repair technicians, providing coaching, mentoring, and development opportunities to enhance their skills and expertise.
• Provide expert technical guidance and oversight to ensure that all repairs are performed efficiently and effectively, meeting or exceeding quality standards.
• Collaborate with cross-functional teams to resolve complex technical issues, driving root cause analysis and implementing corrective actions to prevent recurrence.
• Identify areas for process improvement and implement changes to optimize workflows, reduce downtime, and enhance customer satisfaction.
• Develop and maintain knowledge bases, documentation, and training materials to ensure that the team has access to accurate and up-to-date information.
• Including receiving, stocking, and issuing spare parts, to ensure that the team has the necessary resources to perform repairs.
• Manage relationships with vendors, including RMA processing, warranty claims, and technical support, to ensure that the team receives timely and effective support.
• Track and analyze key performance metrics, including mean time to repair (MTTR), first-time fix rate, and customer satisfaction, to identify trends and areas for improvement.
• Ensure that the team adheres to safety procedures and protocols when working with electrical and mechanical equipment, maintaining a safe and compliant work environment.
• Provide exceptional customer service and support to internal stakeholders, responding promptly to requests and resolving issues efficiently.

Requirements

• Bachelor degree in Computer Science, Engineering, or a related technical field
• 5 years of experience and strong technical background in computer hardware, networking, and troubleshooting
• Proven leadership and management experience, with a track record of success in leading high-performing teams
• Experience in a data center, hardware repair, or IT infrastructure environment.
• Familiarity with RMA processes, vendor management, and spare parts logistics.
• Experience tracking KPIs and driving operational improvements.
• Excellent problem-solving and analytical skills, with the ability to think critically and outside the box
• Strong communication and interpersonal skills, with the ability to build and maintain effective relationships with cross-functional teams and vendors