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Open nowPosted 3 days ago

Deskside Lead - One North

ALPSOFT TECHNOLOGIES PTE. LTD.

Pay
SGD 3,500 – SGD 4,300 a month
Where
West, Singapore
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Your applicationOpen nowDeskside Lead - One NorthALPSOFT TECHNOLOGIES PTE. LTD. · West, Singapore

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The clock on this job

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12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 3 days ago

The posting

Job Summary

The Desktop Support Team Lead is responsible for managing daily IT desktop support operations, leading a team of Desktop Support Engineers, and ensuring efficient delivery of end-user IT services. The role covers incident management, technical troubleshooting, IT asset management, laptop deployment, technology refresh projects, and SLA compliance.

Key Responsibilities

1. Team Leadership & Operations

  • Lead, supervise, and mentor a team of Desktop Support Engineers to ensure efficient daily IT support operations.
  • Manage engineer rosters, workload distribution, resource allocation, leave planning, and performance monitoring.
  • Prepare daily and weekly operational reports, including ticket status, SLA performance, and IT asset updates.
  • Oversee onboarding, offboarding, and IT asset reporting to ITSS.
  • Act as a backup support engineer for P1 incidents and VIP users.

2. Desktop Support & Incident Management

  • Provide L2/L3 technical escalation support for complex hardware, software, and end-user computing issues.
  • Troubleshoot Windows 10/11, macOS, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Microsoft Office applications.
  • Support laptops, desktops, printers, mobile devices, and associated IT peripherals.
  • Monitor incident and service request queues to ensure timely resolution and SLA compliance.
  • Perform onsite and remote troubleshooting, root cause analysis, and technical issue resolution.

3. IT Deployment & Technology Refresh

  • Lead laptop deployment, device provisioning, and employee onboarding/offboarding activities.
  • Coordinate Windows 11 migration, macOS support activities, software installation, patch management, and system upgrades.
  • Oversee technical activities for hardware replacement, technology refresh, and IT migration projects.
  • Ensure proper IT asset tracking, inventory management, and deployment documentation.

4. Vendor & Stakeholder Management

  • Coordinate with hardware and software vendors on technical issues, warranty claims, and equipment replacement.
  • Manage vendor escalations to ensure timely resolution of outstanding support issues.
  • Liaise with internal IT teams, management, and business users to maintain service quality and operational efficiency.

Job Requirements

  • Diploma or Degree in Information Technology, Computer Science, or a related discipline.
  • Minimum 5 years of desktop/end-user computing support experience, including at least 1–2 years in a Team Lead or supervisory role.
  • Strong hands-on experience supporting Windows 10/11, macOS, Microsoft 365, and end-user hardware.
  • Good knowledge of Active Directory, user account administration, IT asset management, and ITSM ticketing systems.
  • Experience managing desktop support engineers, incidents, service requests, and SLA performance.
  • Prior experience with laptop deployment, OS migration, and technology refresh projects.
  • Strong troubleshooting, communication, stakeholder management, and leadership skills.
  • ITIL Foundation or Microsoft certifications will be advantageous.

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