Service Desk Team Lead

U3 INFOTECH PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A dynamic IT services company in Singapore seeks an experienced Service Desk Team Leader to manage frontline IT support operations. The role involves leading a team of 15+ agents, ensuring high standards of customer service, and technical support. Candidates must have at least 3 years' experience in IT support and team leadership. Offering a 1-year renewable contract with a competitive salary up to $4,300/month.

Qualifications

• Minimum 3 years in IT end-user support or technical service desk.
• At least 3 years leading a Service Desk team of 15 agents or more.

Responsibilities

• Lead the Service Desk team to deliver 1st-level technical support.
• Act as escalation point for unresolved cases.
• Promote high standards of service management.

Skills

Windows OS

Active Directory Administration

Microsoft Office Suite

Desktop and laptop support

Team leadership

Customer service principles

Job description

Location: Singapore, AMK or other

Employment Type: 1-Year Contract (Renewable)

Salary: Up to $4,300/month

Start Date: Immediate or Short Notice Preferred

Overview

We are hiring an experienced Service Desk Team Leader to manage frontline IT support operations and lead a team of 15 or more agents. The ideal candidate has hands-on experience in technical service desk environments and strong leadership capabilities.

Work Arrangement

• Staggered shifts (8.5 hours) between 7:30 AM – 7:30 PM (SGT)
• Monday to Friday
• Weekend duty based on operational requirements

Minimum Requirements

Experience

• Minimum 3 years in IT end-user support, desktop support, or technical service desk
• At least 3 years of experience leading a Service Desk team of 15 agents or more

Technical Skills

• Windows OS
• Active Directory Administration
• Microsoft Office Suite
• Desktops, laptops, tablet devices, and smartphones

Key Responsibilities

1. Lead and manage the Service Desk team to deliver 1st-level technical support
2. Act as an escalation point for unresolved cases and provide guidance
3. Promote high standards of customer service and service management principles
4. Report SLA-impacting issues to Service Desk Managers and recommend action plans
5. Oversee incident management and request fulfilment
6. Ensure staff ownership and accountability of user incidents
7. Ensure all calls and emails are logged accurately in the ticketing system
8. Assign complex issues to relevant IT support teams
9. Coordinate with external technical support when necessary
10. Conduct service quality assessments and coach team members
11. Provide onboarding training and domain briefings to new hires
12. Represent the Service Desk to stakeholders for clarifications and enquiries

Application Process: If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at [e-mail]

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