Workspace ONE and Endpoint Management Support Lead

TATA CONSULTANCY SERVICES ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 70,000 - 85,000; Full time

Job summary

A leading IT services firm in Singapore is seeking a skilled IT Support Manager to oversee Deskside and Remote Desktop Services (RDS) responsibilities across various devices. The ideal candidate will lead a team, ensuring effective onboarding and management of devices, and coordinate technical support activities. Strong experience with Windows, macOS, and crucial IT frameworks like Azure is essential. This role offers opportunities for mentoring and driving service improvements while managing vendor relationships.

Qualifications

• Strong experience in managing Windows 10/11, macOS, and BYOD devices.
• Proficiency in tools like One Assist for remote connectivity and session stability.
• Hands-on with Workspace ONE UEM, device onboarding, patching, compliance, and cleanup.

Responsibilities

• Oversee all Deskside (EUC) and RDS support activities across Windows 10/11, MacOS, and BYOD devices.
• Manage RDS support ensuring reliable remote desktop connectivity and user session stability.
• Lead a combined EUC, RDS and Onsite Desktop Support Engineers team.

Skills

Mentoring

MacOS

RDS

Asset Management

Remediation

Azure

Hardware

Citrix

VIP

Vendor Coordination

Inventory Control

Application Support

Windows

ServiceNow

Incident Management

Job description

Roles & Responsibilities

Must-have skills

• End User Computing (EUC): Strong experience in managing Windows 10/11, macOS, and BYOD devices.
• Remote Desktop Services (RDS): Proficiency in tools like One Assist for remote connectivity and session stability.
• Endpoint Management: Hands-on with Workspace ONE UEM, device onboarding, patching, compliance, and cleanup.
• Security & Access: Knowledge of Azure AD, MFA (Microsoft Authenticator), SSO, and EDR solutions like SentinelOne.
• Hardware Lifecycle: Imaging, setup, asset tagging, and printer configuration.
• Asset Lifecycle Management: Expertise in end‑to‑end lifecycle processes—procurement, deployment, maintenance, and decommissioning of assets.
• IMAC (Install, Move, Add, Change) Operations: Ability to manage new asset deployment, updates, and decommissioning following IMAC procedures.
• Inventory Control & Data Accuracy: Maintaining accurate asset inventories and performing quarterly reconciliation and AD object maintenance.

Key responsibilities

• Oversee all Deskside (EUC) and RDS support activities across Windows 10/11, MacOS, and BYOD devices.
• Manage RDS support using One Assist, ensuring reliable remote desktop connectivity and user session stability.
• Supervise device onboarding, Workspace ONE UEM operations (app deployment, patching, compliance), and device cleanup.
• Lead a combined EUC, RDS and Onsite Desktop Support Engineers team—managing rosters, availability, workload, and escalations.
• Perform and delegate tasks related to device lifecycle management, and MFA (Microsoft Authenticator) administration.
• Oversee printer configuration, basic network printer troubleshooting, and hardware lifecycle activities (imaging, setup, asset tagging).
• Coordinate internal app issue resolution with vendors and application teams.
• Manage Endpoint Patching compliance and Vulnerability Remediation.
• Vendor co‑ordination and Major Incident Management.
• Endpoints Asset Management and Tracking using ServiceNow.
• Provide technical mentoring, performance feedback, and ensure high‑quality support delivery.
• Act as the escalation point for critical user incidents and VIP support needs.
• Attend regular customer meetings (weekly/monthly) to present reports, review SLAs, address concerns, and drive service improvements.
• Work with vendors on need basis like HP, Microsoft.
• Collaborate with cross‑functional teams including Network, Server, AD, Citrix, and Application Support for integrated issue resolution and project execution.
• Monitor and report on key metrics such as SLA compliance, patch status, device health, and license usage.
• Maintain and update SOPs, knowledge base articles, asset records, and operational procedures.
• Ensure adherence to IT policies, security standards, and audit requirements.

Tell employers what skills you have

• Mentoring
• MacOS
• RDS
• Asset Management
• Remediation
• Azure
• Hardware
• Citrix
• VIP
• Vendor Coordination
• Inventory Control
• Application Support
• Windows
• ServiceNow
• Incident Management