Manager, IT Helpdesk

Razer (Asia-Pacific) Pte. Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Razer (Asia-Pacific) Pte. Ltd. in Singapore seeks a seasoned IT End-User Computing team lead to oversee global EUC operations.

You will manage a diverse team, drive service delivery, and ensure high-quality end-user support across Windows and macOS devices and mixed environments. This role blends hands-on work with strong leadership and stakeholder management. You will own processes, governance, and security controls, collaborate with Infrastructure and Security teams, and mentor engineers and

Qualifications

• Hands-on support for Windows and macOS endpoints.
• Proven experience leading an IT Helpdesk or EUC team.
• Experience with endpoint management tools (Intune, SCCM) and ITSM tools (ServiceNow).
• Strong troubleshooting, communication, and escalation skills.

Responsibilities

• Provide end-user support and service delivery for desktops, laptops, mobile devices, printers, and peripherals.
• Lead EUC/Helpdesk team, hiring, onboarding, training, and performance reviews.
• Own end-user support services, define and improve processes and escalation workflows.
• Oversee device deployment, OS configurations, and security updates for endpoints.
• Manage IT assets, procurement, and budgeting for end-user computing.
• Handle account provisioning, access requests, and password resets in collaboration with security.

Skills

Windows support

macOS support

EUC team leadership

Endpoint management tools

ITSM tools

Troubleshooting

Stakeholder management

Education

Degree or Diploma in Information Technology

Tools

Intune

SCCM

ServiceNow

Job description

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities

1. End‑User Support & Service Delivery (Hands‑On) Provide and oversee technical support for desktops, laptops, mobile devices, printers, and peripherals. Actively participate in troubleshooting hardware and software issues, especially for complex or high‑impact cases. Ensure timely resolution of IT support requests in accordance with defined SLA targets. Serve as the escalation point for unresolved incidents and step in when required to restore service quickly.
2. People Management & Team Leadership Lead, mentor, and manage a team of EUC / Helpdesk engineers, including interns and junior staff. Own hiring, onboarding, training, and day‑to‑day people management for the team. Conduct performance reviews, provide regular feedback, and support career development and skills progression. Address performance issues and coordinate with HR on disciplinary or corrective actions when required. Foster a customer‑centric, collaborative, and accountable team culture.
3. Service Management & Operational Ownership Own end‑user support services and helpdesk operations end‑to‑end. Define, maintain, and continuously improve helpdesk processes, SOPs, and escalation workflows. Ensure consistent service quality across regions and support locations. Act as the primary point of accountability for service outcomes and user satisfaction.
4. Device Deployment & Endpoint Management Oversee and participate in the preparation, deployment, and refresh of laptops, desktops, and IT equipment. Install, configure, and maintain operating systems, applications, and security updates. Ensure endpoint standardization and compliance with company security and IT policies. Support endpoint management initiatives such as MDM, patching, device compliance, and health monitoring.
5. IT Asset, Procurement & Budget Coordination Maintain accurate records of IT assets including laptops, monitors, and accessories. Oversee asset lifecycle management including issuance, return, refresh, and disposal. Coordinate with procurement and vendors for hardware purchases and renewals. Support budget planning and cost control for end‑user computing and helpdesk‑related spend.
6. Account, Access & Identity Support Oversee user account provisioning, access requests, and password resets. Ensure access management processes align with security, audit, and governance requirements. Work closely with Infrastructure and Security teams on access‑related controls and reviews.
7. Escalation, Vendor & Cross‑Team Coordination Diagnose and resolve complex issues using structured troubleshooting approaches. Coordinate escalations with Level 2/3 Infrastructure, Security, or Application teams. Manage and engage external vendors for endpoint‑related support and services. Act as the EUC point of contact for cross‑team initiatives, rollouts, and regional projects.
8. Governance, Security & Compliance Ensure endpoint security practices are enforced, including patching, antivirus, encryption, and access controls. Support internal and external IT audits related to end‑user computing and helpdesk operations. Promote security awareness and guide users on safe and compliant use of IT systems and tools.
9. Reporting, Metrics & Continuous Improvement Monitor and analyze service metrics such as SLA performance, ticket trends, and user satisfaction. Prepare regular reports and insights for IT leadership. Identify opportunities to improve processes, automate repetitive tasks, and enhance the end‑user experience. Drive root cause analysis for recurring issues and implement preventive measures.
10. Documentation & Knowledge Management Ensure accurate documentation of configurations, procedures, and support processes. Enforce use of and contribution to the internal knowledge base. Promote knowledge sharing and standardization within the team.

Skills & Requirements

• Strong hands‑on experience supporting Windows and macOS environments and end‑user devices.
• Proven experience managing or leading an IT Helpdesk or EUC team.
• Experience with endpoint management tools (e.g. Intune, SCCM, or equivalent).
• Familiarity with ITSM tools (e.g. ServiceNow).
• Solid troubleshooting skills across hardware, software, and basic networking.
• Ability to balance technical execution with people and service leadership.
• Strong communication, stakeholder management, and escalation handling skills.

Preferred Qualifications

• Degree or Diploma in Information Technology or related field.
• ITIL certification or equivalent service management experience.
• Experience supporting multi‑region or global end‑user environments.
• Relevant Microsoft or endpoint management certifications are an advantage.

Pre‑Requisites

Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.

Are you game?

At Razer, you’ll be at the forefront of the most exciting industry in the world: gaming. As gaming evolves, so does the ecosystem that powers it: hardware, software and services. Guided by our mission “For Gamers. By Gamers.”, we create cutting‑edge products and experiences that define the ultimate gameplay. Staying true to our mission, we’re relentlessly pushing boundaries and leading the charge in AI for gaming, shaping the future of the industry. At Razer, you won’t just witness this evolution; you’ll help drive it. Joining Razer means being part of a global mission to bring gamers closer to the games they love. Whether you’re crafting the next generation of gaming gear or powering our global operations behind the scenes, you’ll take on meaningful work in a truly international, cross‑cultural environment. The journey toward Being Phenomenal isn’t always easy, but gamers excel through teamwork, grit, and problem‑solving. Our people are what make Razer exceptional. Together, we’ll take Razer to even greater heights. Razer is proud to be certified a Great Place to Work® in both the United States and Singapore, and recognized as a Singapore Top Employer by the Top Employer Institute, reflecting our commitment to making your journey here a rewarding one.

Equal Opportunity Employer

At Razer, we believe diverse teams build better ideas and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected by the laws of the countries we operate in. We also provide reasonable accommodations where needed — including for disability or religious practices — so every team member can perform and contribute at their best.