IT Service Desk Team Lead (Up to $4,250 | 12-Month Renewable Contract) - #1121029

Location: East
Working Hours: Staggered 8.5-hour shifts between 7:30 AM – 7:30 PM
Employment Type: 12-Month Contract (Renewable)
Salary: Up to $4,250/month

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.