Manager, IT Helpdesk

Razer Inc.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Razer Inc. is seeking an IT Helpdesk Manager to lead a hands-on team delivering end-user support across desktops, laptops, and devices.

The role involves owning end-user services, ticket SLA adherence, and continuous improvement of helpdesk processes. You will manage a team of EUC engineers, drive hiring, onboarding and performance development, and collaborate with Security and Infrastructure to ensure secure, reliable service across regions.

Qualifications

• Experience in delivering end-user IT services in a busy environment.
• Proven leadership of an IT Helpdesk or EUC team.
• Strong troubleshooting across hardware, software, and networking.

Responsibilities

• Oversee end-user IT services and helpdesk operations.
• Lead EUC team, hire, onboard, and develop staff.
• Define and improve helpdesk processes, SLAs and escalation workflows.
• Oversee device deployment, OS installation and security patches.
• Coordinate with Infrastructure, Security, and vendors on escalations.
• Monitor service metrics and report to IT leadership.
• Maintain knowledge base and document configurations.

Skills

Windows/macOS support

Helpdesk leadership

Intune SCCM

ServiceNow ITSM

Troubleshooting

Communication skills

Education

Degree/Diploma in IT

ITIL certification

Tools

Intune

SCCM

ServiceNow

Job description

## Manager, IT HelpdeskApply: Singapore: Full time: Posted Today: JR2026007864Joining 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 :**The IT Helpdesk Manager is responsible for overseeing and delivering end user IT services while remaining actively involved in day to day technical operations. This is a hands on leadership role that combines people management, service ownership, and direct technical contribution to ensure high quality support, operational stability, and a positive end user experience across the organization. The role manages a team of support engineers and acts as the primary owner of end user support services, endpoint operations, and helpdesk performance.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.