Senior Engineer - Level 1 Lead - Service Desk Lead

SHINY PEOPLE HR CONSULTANCY PTE. LTD.; Singapore; On-site; SGD 42,000 - 72,000; Full time

Job summary

SHINY PEOPLE HR CONSULTANCY PTE. LTD. in Singapore is seeking an experienced L1 Engineer / Service Desk Lead to own the Level 1 queue, mentor junior engineers and ensure service quality.

You will lead daily ticket triage, monitor SLA/backlog, and handle complex L1 issues while coaching the team and improving knowledge bases and SOPs. This role suits someone aiming to step into a Lead/Senior support position.

Qualifications

• 2-4 years service desk / desktop support experience.
• Experience in ticket triage / SLA-driven environments.
• Strong troubleshooting skills.
• Comfortable mentoring or guiding junior engineers.
• Good communication and stakeholder management skills.
• Able to remain calm and organised under pressure.
• Nice to have: ITIL Foundation, MS-900 / Microsoft 365 experience, CompTIA Network+

Responsibilities

• Lead daily L1 ticket triage & prioritisation.
• Monitor SLA, backlog & ticket quality.
• Handle more complex L1 troubleshooting issues.
• Troubleshoot Windows/macOS, Outlook, printers & endpoint issues.
• Provide Microsoft 365 admin-lite support.
• Coach and mentor junior L1 engineers.
• Review escalations and ensure proper troubleshooting evidence.
• Improve SOPs, knowledge base & support processes.
• Identify recurring issues and recommend preventive solutions.
• Support IT asset & inventory governance.
• Provide service reporting and escalation updates.

Skills

Ticket triage

SLA management

Troubleshooting

Mentoring

Communication

Stakeholder management

Education

ITIL Foundation

CompTIA Network+

MS-900 / Microsoft 365

Tools

Windows

macOS

Outlook

Printers & endpoints

Microsoft 365 admin-lite

Job description

Looking for an experienced L1 Engineer / Service Desk Lead to take ownership of the Level 1 support queue, mentor junior engineers and keep service quality on track.

JOB DESCRIPTION

• Lead daily L1 ticket triage & prioritisation
• Monitor SLA, backlog & ticket quality
• Handle more complex L1 troubleshooting issues
• Troubleshoot Windows/macOS, Outlook, printers & endpoint issues
• Provide Microsoft 365 admin-lite support
• Coach and mentor junior L1 engineers
• Review escalations and ensure proper troubleshooting evidence
• Improve SOPs, knowledge base & support processes
• Identify recurring issues and recommend preventive solutions
• Support IT asset & inventory governance
• Provide service reporting and escalation updates

REQUIREMENTS

• 2-4 years service desk / desktop support experience
• Experience in ticket triage / SLA-driven environments
• Strong troubleshooting skills
• Comfortable mentoring or guiding junior engineers
• Good communication and stakeholder management skills
• Able to remain calm and organised under pressure
• Nice to have: ITIL Foundation, MS-900 / Microsoft 365 experience, CompTIA Network+

Ideal for: An experienced L1 Engineer who is ready to take the next step into a Lead / Senior support role .