technical support team lead

2 weeks ago

Singapore Randstad Full time $90,000 - $120,000 per year
job detailsabout the companyabout the job
  • Spearheading a team of support specialists, managing escalations, and overseeing ticket resolution to meet and exceed SLAs.
  • Providing comprehensive hands-on and remote support for hardware, software (Windows/Mac), networking, and mobile devices (ABM/KNOX).
  • Acting as a key contact for VIP users, delivering personalized and prompt technical solutions.
  • Managing the full lifecycle of IT assets, including inventory, deployment, and maintenance, and assisting with financial tasks like purchase orders.
  • Leading IT support for company events, including the setup and management of Audio-Visual (AV) systems.
  • Driving continuous improvement by developing and implementing standard operating procedures (SOPs), creating training documentation, and promoting user self-service tools.
  • Serving as a subject matter expert on Office 365, empowering users to leverage its full capabilities.
  • Managing IT infrastructure tasks, including support for IT rooms, network upgrades, and participation in maintenance activities like power shutdowns.
skills and experience requiredTo be successful in this role, you should have:
  • Proven experience in a team leadership or senior desktop support capacity, preferably within a large multinational corporation (MNC).
  • Expert proficiency in supporting Windows, Mac, and mobile (iOS/Android) platforms.
  • Strong technical knowledge of Active Directory, Microsoft 365 Suite (including Power Platform), and Mobile Device Management (MDM) solutions.
  • Solid understanding of networking principles, printing solutions, and asset management.
  • Demonstrated experience in managing vendors, escalations, and support ticketing systems.
  • Exceptional leadership, interpersonal, and communication skills, with the ability to explain technical concepts to non-technical users.
  • A strong customer service orientation with a track record of handling issues professionally and effectively.

Randstad

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