IT Service Desk Team Lead

1 day ago

Singapore Alphaeus Pte. Ltd Full time

Description IT Service Desk Team Lead (Up to $4,250 | 12-Month Renewable Contract) Job Highlights: Lead and mentor a team of IT Service Desk Engineers Competitive salary up to $4,250/month 12-month renewable contract supporting government-related IT operations Exposure to large-scale IT service management (ITSM & ITIL) environments Opportunities for leadership development and career growth Responsibilities: Lead and manage a team of Service Desk Engineers providing first-level IT support. Act as the escalation point for complex or unresolved technical issues, providing expert troubleshooting and guidance. Ensure all incidents, service requests, and communications are properly logged and handled within Service Level Agreements (SLAs). Monitor and analyze performance metrics (SLA compliance, productivity, incident trends) and implement service improvement plans. Promote a strong customer service culture and adherence to ITIL and service management best practices. Conduct regular coaching, training, and performance feedback sessions for team members. Manage onboarding, briefings, and development of new joiners. Liaise with external technical vendors when issues require escalation beyond internal support. Identify skill gaps, training needs, and improvement opportunities within the team. Represent the Service Desk during stakeholder meetings, handling clarifications and escalations professionally. Requirements: Minimum 2 years of experience in a Service Desk leadership role, managing at least 10 agents. Minimum 2 years of hands‑on IT support experience (service desk, desktop, or end‑user environment). Strong knowledge of Windows OS, Active Directory, Microsoft Office, and common computing devices (PCs, laptops, tablets, smartphones). Excellent written and verbal communication skills; able to deliver clear guidance and training. Skilled in SLA reporting, incident trend analysis, complaint management, and service quality improvement. Proven ability in situational management and providing quick, effective direction to teams. Open to Singapore Citizens only , due to government security clearance requirements. What We Offer: Competitive monthly salary of up to $4,250. 12-month renewable contract with potential for extension. Opportunity to lead a high-performing IT support team within a government-related project. Exposure to large-scale IT operations and service management practices. Supportive and collaborative work environment. Be careful - Don’t provide your

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