Sr Tower Lead (Support & Operations)

HCL Technologies Limited; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

HCL Technologies Limited in Singapore is seeking an experienced IT Service Delivery Manager to lead the deskside support team and partner resources across the region. You will manage customer and vendor relationships, drive SLA performance, and oversee projects and priorities in a fast-paced environment.

The ideal candidate has 10+ years in IT infrastructure with at least 3+ years in a regional managerial role, strong Windows/Office skills, and experience with ITIL or PMI frameworks.

Qualifications

• Minimum 10+ years in IT infrastructure with at least 3+ years in a regional managerial role.
• It’s preferred to have ITIL/ PMI professional certifications.
• Good understanding of desk-side desktop management, deployment, and reporting.

Responsibilities

• Manage IT Service Delivery team (Deskside support) and Partner Resource team and desktop support.
• Oversee customer and vendor relationships and SLA management.
• Conduct project management on ongoing initiatives and review deliverables.
• Coordinate with country managers and perform MIS and reporting.
• Ensure adherence to processes and drive service improvements.

Skills

IT Infrastructure

Windows OS & Office

English communication

Vendor coordination

Customer interaction

Project management

Education

Engineering background

Tools

Ticketing systems

Procurement coordination

Job description

Job Responsibilities

• To manage the IT Service Delivery team (Deskside support) and Partner Resource team, taking responsibility for desktop support
• Customer Relationship Management
• Vendor Relationship Management
• Project Management on on-going project
• Manage Customer Deliverables and Priorities
• SLA Management including Incident, Service request, etc.
• Daily review with the Country Managers
• Periodic reviews with Customer and Vendors
• MIS and Reporting
• Oversee and monitor Key project Indicators
• To ensure that systems, processes, and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes.
• Knowledge on the following is required to get the required tasks carried out by Country Manager / Lead / Full Time or Dispatch Engineers at various locations in the region:
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
• Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Skill Requirements

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e., Office
• Effective communication in English and local languages is mandatory Business Skills:
• Management of the Region
• Ability to interact with customers to ensure that the service is polite, efficient and responsive
• Work through issues analytically to a successful conclusion
• Efficiently coordinate with Vendors for daily operations and Dispatch Engineers

Other Requirements

• Minimum Qualification – Engineering o Experience –10+ years’ experience, with at least 3+ years on Regional managerial role. o Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management. o ITIL / PMI professional will be preferred
• Candidate should have good understanding of Desk side desktop Management, maintenance, deployment, and reporting
• Experience of working with & managing partners

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.