Track Lead (Support & Operations)

HCL Singapore Pte Limited

Singapore

On-site

SGD 120,000 - 180,000

Full time

6 days ago

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Job summary

SAPSF is seeking a Track Lead (Support & Operations) to lead End User Services and Digital Workplace operations across the enterprise. You will drive the transformation of Service Desk, Desktop Support, and DEX programs, ensuring high CSAT and efficient incident resolution.

This role requires overseeing governance, automation, and proactive remediation in a large global environment. You will manage Microsoft 365, Intune, VDI, ServiceNow, and collaboration platforms, delivering measurable

Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering or related discipline.
ITIL Certification (Foundation/Managing Professional preferred).
Nexthink certification preferred.

Responsibilities

Lead end-to-end delivery of End User Services across all locations in GIC environment.
Own operational performance, SLA attainment, KPI management, CSAT, and user experience outcomes.
Establish operational governance, reporting, service reviews, and continual service improvement programs.
Act as the senior escalation point for critical and executive user issues.
Drive service transformation initiatives aligned with digital workplace strategy.
Lead and govern Service Desk Operations, Digital Contact Channels, Self-Service and Virtual Agent capabilities.
Responsible for ticket quality assurance programs and knowledge management initiatives.

Skills

Leadership

Stakeholder management

Strategic planning

Communication

Problem solving

Education

Bachelor's degree in Information Technology, Computer Science, Engineering

ITIL Certification

Nexthink certification

Tools

ServiceNow

Microsoft 365

Intune

Azure Virtual Desktop

Nexthink

Job description

Career Opportunities: Track Lead (Support & Operations) (144817)

Requisition ID144817-Posted09/11/2026

The End User Services Lead is responsible for the overall strategy, governance, transformation, and operational delivery of End User Computing (EUC), Digital Workplace, Service Desk, Collaboration Services, and Digital Employee Experience (DEX) across the enterprise.

This role will lead multidisciplinary teams supporting Service Desk, Deskside Support, Endpoint Management, Virtual Desktop Infrastructure (VDI), Unified Communications, Collaboration Platforms, Microsoft 365, and Digital Experience Management etc… The incumbent will drive workplace modernization, automation, proactive remediation, AI-enabled support, user experience improvements, service transformation initiatives, and technology adoption while ensuring operational excellence and customer satisfaction.

Key Responsibilities

Service Delivery & Operations Leadership

Lead end-to-end delivery of End User Services across all locations in GIC environment
Own operational performance, SLA attainment, KPI management, CSAT, and user experience outcomes.
Establish operational governance, reporting, service reviews, and continual service improvement programs.
Act as the senior escalation point for critical and executive user issues.
Drive service transformation initiatives aligned with digital workplace strategy.

Service Desk & Digital Support Services

Lead and govern:

Service Desk Operations
Digital Contact Channels
Self-Service and Virtual Agent capabilities
ServiceNow Mobile App support
Ticket Quality Assurance programs
Knowledge Management initiatives
Dedicated Experience Management Office (XMO)

Key responsibilities include:

Improving First Contact Resolution (FCR)
Reducing Mean Time to Resolution (MTTR)
Driving ticket deflection and automation
Establishing shift-left support strategy
Continuous knowledge article optimization
Service analytics and trend management

Digital Employee Experience (DEX)

Drive enterprise-wide Digital Employee Experience programs through:

Nexthink DEX platform
Experience analytics and sentiment measurement
DEX Uplift initiatives
User journey optimization
Endpoint experience monitoring
Proactive issue identification

Lead implementation of:

Auto-Healing capabilities
Proactive Remediation
L1/L2 automated resolution models
User experience scorecards
Business productivity improvement programs

Skill Requirements

Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline.
ITIL Certification (Foundation/Managing Professional preferred).
Nexthink certification preferred.

Experience

12+ years of IT Infrastructure and End User Services experience.
7+ years leading large End User Computing and Digital Workplace environments.
Experience managing global Service Desk and Deskside Support teams.
Proven experience with DEX initiatives, Microsoft 365, Intune, Azure Virtual Desktop, ServiceNow, and enterprise collaboration platforms.
Experience leading workplace transformation, automation, and digital employee experience programs in large enterprise environments.

Other Requirements

;End User Computing (EUC) Services