Deskside Lead - One North
3500 - 4300 SGDAlpSoft Technologies
Job Summary
The Desktop Support Team Lead is responsible for managing daily IT desktop support operations, leading a team of Desktop Support Engineers, and ensuring efficient delivery of end-user IT services. The role covers incident management, technical troubleshooting, IT asset management, laptop deployment, technology refresh projects, and SLA compliance.
Key Responsibilities
1. Team Leadership & Operations
Lead, supervise, and mentor a team of Desktop Support Engineers to ensure efficient daily IT support operations.
Manage engineer rosters, workload distribution, resource allocation, leave planning, and performance monitoring.
Prepare daily and weekly operational reports, including ticket status, SLA performance, and IT asset updates.
Oversee onboarding, offboarding, and IT asset reporting to ITSS.
Act as a backup support engineer for P1 incidents and VIP users.
2. Desktop Support & Incident Management
Provide L2/L3 technical escalation support for complex hardware, software, and end-user computing issues.
Troubleshoot Windows 10/11, macOS, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Microsoft Office applications.
Support laptops, desktops, printers, mobile devices, and associated IT peripherals.
Monitor incident and service request queues to ensure timely resolution and SLA compliance.
Perform onsite and remote troubleshooting, root cause analysis, and technical issue resolution.
3. IT Deployment & Technology Refresh
Lead laptop deployment, device provisioning, and employee onboarding/offboarding activities.
Coordinate Windows 11 migration, macOS support activities, software installation, patch management, and system upgrades.
Oversee technical activities for hardware replacement, technology refresh, and IT migration projects.
Ensure proper IT asset tracking, inventory management, and deployment documentation.
4. Vendor & Stakeholder Management
Coordinate with hardware and software vendors on technical issues, warranty claims, and equipment replacement.
Manage vendor escalations to ensure timely resolution of outstanding support issues.
Liaise with internal IT teams, management, and business users to maintain service quality and operational efficiency.
Job Requirements
Diploma or Degree in Information Technology, Computer Science, or a related discipline.
Minimum 5 years of desktop/end-user computing support experience, including at least 1–2 years in a Team Lead or supervisory role.
Strong hands-on experience supporting Windows 10/11, macOS, Microsoft 365, and end-user hardware.
Good knowledge of Active Directory, user account administration, IT asset management, and ITSM ticketing systems.
Experience managing desktop support engineers, incidents, service requests, and SLA performance.
Prior experience with laptop deployment, OS migration, and technology refresh projects.
Strong troubleshooting, communication, stakeholder management, and leadership skills.
ITIL Foundation or Microsoft certifications will be advantageous.
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