Senior IT Support Executive

2 weeks ago

Singapore SHARE RESOURCES PRIVATE LIMITED Full time

**Senior IT Support Executive (SMAX /CrowdStrike /Mimecast)**

**Responsibilities**:

- Manage the IT Helpdesk System (SMAX), overseeing ticket lifecycle: submission, tracking, resolution, and follow-ups.
- Ensure SLAs are met: timely response, resolution, and communication to stakeholders.
- Escalate high-impact incidents to appropriate IT stakeholders quickly and effectively.
- Coordinate with IT Infrastructure team to roll out IT projects across the company.
- Oversee IT onboarding/offboarding, hardware/software asset management, and compliance workflows.
- Develop IT process documentation, SOPs, and self-help resources for users.
- Promote best practices aligned with ITIL service disciplines across the helpdesk team.
- Participate in tool deployment and optimization (e.g. Office 365, RMM platforms, endpoint security suites).
- Coach and mentor junior team members to build technical and service-oriented capabilities (internal IT Helpdesk staff and external support vendors).

**Requirements**:

- Min 4 years of experience in IT support roles, with supervisory/lead capacity.
- Proven leadership and team management experience.
- Strong technical knowledge in: Microsoft platforms, Helpdesk and ticketing tools (SMAX preferred)
- RMM tools, Endpoint security solutions (CrowdStrike, Mimecast)
- Familiarity with ITIL frameworks and service desk operations.
- Excellent communication, organization, and stakeholder management skills.
- Proactive mindset with a strong sense of accountability and ownership.
- Able to translate technical problems into business-friendly solutions for non-technical users.
- Experience working in manufacturing or engineering environments is a plus.

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