Helpdesk Lead, Corporate It

Engineering and Technology - Corporate IT, Singapore
- Experienced (Team Lead)
- Corporate IT is the backbone of our business. Our team helps the company to develop a competitive advantage through defining our technology objectives, assessing solution options, and devising technical solutions that help us achieve both strategic goals and meet operational requirements. As a part of our team, you’ll help deliver seamless IT experiences and support to our internal employees by providing responsive helpdesk service, stable networks and reliable IT systems.

As a Helpdesk Lead, you will be responsible for managing a team of skilled helpdesk engineers and analysts, ensuring the seamless delivery of IT support services to our diverse workforce. You will play a crucial role in maintaining the efficiency and productivity of our IT systems, fostering a positive work environment, and continuously improving our support processes.
- Team Leadership:

- Lead and mentor a team of helpdesk engineers and analysts.
- Foster a collaborative and positive work environment.
- Conduct regular team meetings and performance reviews.
- Technical Oversight:

- Oversee day-to-day IT support operations, ensuring prompt issue resolution.
- Collaborate with other IT teams to address complex technical challenges.
- Stay updated on industry best practices and emerging technologies.
- Process Improvement:

- Identify areas for process improvement and implement efficiency measures.
- Develop and document IT support procedures and protocols.
- Work closely with stakeholders to gather feedback and enhance service delivery.
- Collaboration:

- Collaborate with regional IT teams to align strategies and goals.
- Liaise with department heads to understand their IT needs and provide tailored solutions.
- Communication and End-User Support:

- Ensure timely and effective communication with end-users throughout the problem resolution process.
- Resource Management:

- Manage workload distribution and skill development of team members.
- Coordinate training programs to keep the team updated on the latest technologies and methodologies.
- Documentation and Asset Management:

- Maintain accurate and up-to-date documentation of IT systems, processes, and configurations.
- Handle IT asset management and liaise with stakeholders to ensure sufficient devices for the business.

**Job Requirements**:

- Diploma or degree in Computer Sciences, Information Technology, or a related field preferred.
- Minimum 5 years of relevant experience in a similar role.
- In-depth knowledge of computer hardware, software, and OS (Windows and macOS).
- Strong understanding of ITIL framework and best practices.
- Excellent communication and interpersonal skills.
- Demonstrated ability to lead and motivate a diverse team.
- Fluent in English.
- Understanding of TCP/IP, IP addressing, and LAN technology, including switching and routing fundamentals is a plus.
- Hands-on experience in Windows server administration and basic knowledge in Linux server administration is a plus.
- Professional Qualification - Microsoft Certified/CCNA is a plus.
- Ability to cover after-office hours and weekend support if there are any infrastructure issues or activities.
- Enthusiastic and willing to learn in a fluid and fast-paced environment.
- Passionate about IT technology and committed to making a difference with technology solutions.
- Good interpersonal and communication skills to interact effectively at all levels.
- Strong analytical and troubleshooting skills.