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Open nowPosted today

Senior Engineer (Level 1 Lead) - Service Desk Lead

MyCareersFuture90,627 open roles

Pay
SGD 2,500 – SGD 3,200 a month
Where
Central, Singapore
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Your applicationOpen nowSenior Engineer (Level 1 Lead) - Service Desk LeadMyCareersFuture · Central, Singapore

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The clock on this job

Early applications get read.

8.5% of postings close within 7 days. Measured by our own scanner across the market. MyCareersFuture postings stay open a median of 7 days.

Share of postings closed within
  1. 1.8%1 day
  2. 4.0%3 days
  3. 8.5%7 days
  4. 15.4%14 days
  5. 34.1%30 days
This job: posted today

MyCareersFuture median: 7 days open

The posting

Role level: Level 1 Lead (Frontline Lead / Triage Owner)

Typical experience: 2–4 years

Reporting to: Service Delivery Lead / Customer Success Lead (as assigned)

Work model: Onsite / Remote / Hybrid (based on customer deployment); may require roster for after-office support where contracted

Role purpose

Own and stabilize the Level 1 service desk experience by leading triage, improving first-contact resolution, mentoring junior engineers, and driving SLA hygiene. Ensure escalations to Level 2 are high quality and reduce repeat incidents through knowledge and SOP improvements.

Key responsibilities

· Lead daily Level 1 queue triage: prioritize, assign, and manage workload to hit SLA targets.

· Handle complex Level 1 cases requiring stronger troubleshooting depth (mail profiles, recurring user issues, endpoint tuning).

· Perform Microsoft 365 admin-lite tasks where permitted (user/group/license support) and troubleshoot common identity/access issues at L1 boundary.

· Maintain and improve knowledge base articles and SOPs; coach L1 engineers on quality and consistency.

· Reduce repeat incidents by identifying patterns and proposing fixes (standard configs, preventative checks, user guidance).

· Escalate to Level 2 with complete evidence (logs, reproduction steps, impact summary) and act as escalation quality gate.

· Support IT asset tagging and inventory governance; ensure records are accurate and auditable.

· Provide service reporting inputs (top categories, recurring issues, SLA risks) to Service Delivery Lead.

Scope coverage (service-aligned)

· All Level 1 scope coverage (end-user devices, OS basics, productivity tools, basic connectivity, initial security triage).

· L1 triage ownership and service quality control (queue discipline, SLA hygiene, escalation quality).

· Microsoft 365 admin-lite (user/group/license support) where delegated.

· Mail profile troubleshooting (POP/IMAP/Outlook), printer driver/queue support, and deeper endpoint tuning within L1 boundary.

· Knowledge base and SOP development; mentoring and on-the-job enablement for L1 engineers.

Required technical skillsets

· Advanced L1 troubleshooting

· Stronger Windows/macOS troubleshooting depth; common root-cause identification at endpoint level

· Outlook profile / mailbox configuration troubleshooting; printer queue/driver management

· Endpoint performance tuning and common stability fixes

· Service desk leadership

· Triage and prioritization, SLA management, and escalation governance

· Coaching/mentoring junior engineers; quality assurance on tickets

· Knowledge base curation and SOP writing

· Productivity & identity

· Microsoft 365 admin-lite: users, groups, licenses (within delegated scope)

· Basic identity/access troubleshooting and secure handling of account requests

Tools & platforms exposure

· Ticketing platform reporting views (SLA dashboards, queue analytics)

· Remote support + endpoint management tools (customer dependent)

· Microsoft 365 Admin Center (delegated) and Exchange troubleshooting basics (user context)

· Knowledge base tooling (Confluence/SharePoint/Service portal KB)

Behavioural & service skillsets

· Leadership without ego: calm under pressure, able to coordinate and coach.

· Strong stakeholder communication: explains issues and next steps clearly to users and customer IT.

· Quality mindset: cares about repeat-issue elimination and documentation standards.

· Decision-making: knows what to fix, what to defer, and what to escalate.

Education & experience requirements

· Diploma or equivalent in Information Technology / Computer Science (or relevant experience).

· 2–4 years in service desk / desktop support, with exposure to SLA environments and ticket triage.

· Experience acting as shift lead, team lead, or escalation point is preferred.

Certifications (preferred / nice-to-have)

· ITIL Foundation (preferred)

· Microsoft 365 Fundamentals (MS-900) or equivalent (preferred)

· CompTIA Network+ (nice-to-have)

Success measures (KPIs)

· Team SLA compliance (response and resolution) and backlog health

· First-contact resolution improvement and reduction in unnecessary escalations

· Ticket quality consistency across L1 (audit score)

· Knowledge base adoption and reduction of repeat incidents

· CSAT and partner/customer feedback

Working notes

This role is a key control point for service quality. The L1 Lead should actively drive standards, ensure escalations are actionable, and create operational stability for customers and partners.

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