Service Desk Lead

GOLDTECH RESOURCES PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT support company in Singapore is seeking an experienced Service Desk Lead to oversee IT service desk operations. You will manage a team, ensuring high-quality support and continuous improvement in service delivery. The ideal candidate has over 5 years of IT support experience, excellent leadership skills, and a strong knowledge of ITIL frameworks. This role emphasizes customer orientation and a commitment to service excellence.

Qualifications

• 5+ years of IT support experience, with at least 2 years in a supervisory or lead role.
• Strong knowledge of ITIL frameworks and service management tools.
• Hands-on experience in troubleshooting Windows, O365, networks, and end-user devices.

Responsibilities

• Lead the day-to-day operations of the IT Service Desk.
• Supervise, mentor, and develop a team of service desk analysts.
• Monitor and analyze service desk performance metrics.
• Implement ITIL best practices for incident management.
• Implement ITIL best practices.

Skills

Leadership

Communication skills

Problem-solving

Customer-oriented mindset

Problem-solving

Customer-oriented

Education

Diploma/Degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Jira Service Management

Job description

We are looking for an experienced Service Desk Lead to oversee IT service desk operations and ensure timely, high-quality support for end-users across the organization. This role requires strong leadership, excellent communication skills, and hands-on technical expertise to drive service excellence and continuous improvement.

Responsibilities

• Lead the day-to-day operations of the IT Service Desk, ensuring incidents and service requests are handled within defined SLAs.
• Supervise, mentor, and develop a team of service desk analysts to deliver excellent customer service.
• Act as the primary escalation point for complex or critical IT issues.
• Monitor and analyze service desk performance metrics, producing reports and recommendations for improvement.
• Implement ITIL best practices for incident, problem, and request management.
• Collaborate with IT teams and vendors to resolve recurring issues and improve system reliability.
• Drive knowledge management, ensuring updated documentation and self-service resources are available to users.
• Identify opportunities for automation and process improvement to enhance efficiency.
• Coordinate onboarding/offboarding IT activities for employees (accounts, hardware, and access rights).

Requirements

• Diploma/Degree in Information Technology, Computer Science, or a related field.
• 5+ years of IT support experience, with at least 2 years in a supervisory or lead role.
• Strong knowledge of ITIL frameworks and service management tools (e.g., ServiceNow, Jira Service Management).
• Hands-on experience in troubleshooting Windows, O365, networks, and end-user devices.
• Excellent leadership, interpersonal, and communication skills.
• Strong problem-solving skills and ability to work under pressure.
• Customer-oriented mindset with a track record of delivering quality IT support.

Please send your detailed resume in MS Word format to [e-mail] with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability