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Open nowPosted 8 days ago

Deskside Team Lead

MyCareersFuture94,028 open roles

Pay
SGD 2,000 – SGD 2,400 a month
Where
Central, Singapore
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Your applicationOpen nowDeskside Team LeadMyCareersFuture · Central, Singapore

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7.7% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
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  2. 3.3%3 days
  3. 7.7%7 days
  4. 14.0%14 days
  5. 33.7%30 days
This job: posted 8 days ago

The posting

IDC is looking for Deskside Team Lead for one of one projects. About the job

We are seeking for a customer-focused, and experienced lead to lead the delivery of End User Computing (EUC) services across our client organization. In this role, you will oversee desktop support operations, endpoint management, and end-user experience while leading a team of desktop engineers. You will collaborate closely with the Service Delivery Manager (SDM), Onsite engineers, Service Desk, and cross-functional teams to deliver operational excellence, achieve SLA and XLA targets, and drive continuous service improvement.

Key Responsibilities:

Service Operations

· Lead a team of 20+ desktop engineers ensuring timely resolution of incidents, requests, and problem tickets.

· Provide timely and effective EUC support to end users, ensuring high levels of customer satisfaction (CSAT) while meeting agreed SLAs and XLAs.

· Manage and oversee the VIP support services provided by the P1 support engineers.

· Manage the lifecycle of all end-user endpoints, ensuring accurate asset inventory, device compliance, endpoint security, and refresh or disposal of IT assets including laptops, desktops, mobile devices, and peripherals.

· Ensure timely setup of meeting rooms, AV systems by engineers, as per user requests.

· Manage onboarding and offboarding activities for end users and deployment of end user devices to ensure the best employee level experience (XLA).

· Plan and execute EUC projects, including technical refresh of EUC hardware, software upgrades, OS (Windows, MacOS) upgrades, modern technology implementations, and relocation of EUC equipment.

· Manage external vendors for repair of faulty end user computing devices and peripherals.

· Maintain all EUC support documentation and ensure SOP are keep up to date.

· Ensure compliance with IT policies, procedures, and agency compliance requirements.

· Provide training and coaching to the EUC support team to enhance their technical skills and knowledge.

· Plan manpower, engineer scheduling, resource allocation, and shift coverage to meet business and operational requirements.

· Adhere to ITIL best practices for IT service management, ensuring consistent and efficient service delivery.

Performance & Reporting

· Monitor and report on service performance (SLAs, KPIs, incident trends and CSAT).

· Drive continuous improvement initiatives for service quality and user experience.

· Manage escalations and problem resolution.

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