IXceed Solutions Hiring! Full Time EUS Cluster Lead (Mandarin-Speaking) in - Ricebowl

EUS Cluster Lead (Mandarin-Speaking)

Location: Singapore (Hybrid 2-3 days/week onsite)

Employment: Permanent

Role Overview

The EUS (End User Services) Cluster Lead ensures smooth, high-quality delivery of IT services across an assigned cluster. The role manages day-to-day operations, supports the Remote Desktop Services (RDS) team, oversees ticket queues, and drives the left-shift of tickets to improve efficiency and customer satisfaction.

Key Responsibilities

Operational Oversight & Service Delivery

• Oversee end user services across the cluster, ensuring compliance with organizational standards and IT governance
• Lead teams delivering device, software, technical and VIP support to meet SLAs and satisfaction targets
• Manage asset management, incident resolution and service requests
• Plan and allocate resources to meet current and future demand
• Prepare and present regular reports on service performance, compliance and improvement initiatives
• Identify and mitigate operational and security risks; coordinate incident response for security breaches or non-compliance
• Act as backup engineer on site and as SPOC for the market to client leadership

Stakeholder Engagement

• Serve as primary contact for cluster stakeholders, addressing concerns promptly
• Collaborate with the client (Dentsu) and third-party vendors to anticipate requirements
• Communicate clearly with all levels of the organization

RDS Support & Queue Management

• Provide technical guidance to the RDS team and facilitate knowledge transfer
• Monitor, prioritize and assign tickets; resolve remote-fixable issues and escalate to RDS only when necessary
• Track tickets against SLAs and analyze trends to recommend process improvements

Knowledge Management & Continuous Improvement

• Keep knowledge articles current and contribute to training materials for EUS and RDS teams
• Drive automation, process optimization and proactive problem management to reduce ticket volumes and improve user experience

Required Skills & Qualifications

• Proven experience in End User Services / IT service desk and desktop support, ideally in a lead or senior role
• Fluency in Mandarin and English (spoken and written)
• Strong knowledge of incident, request and asset management (ITIL-aligned)
• Experience with ticketing tools, SLA tracking and service reporting
• Ability to provide VIP and onsite support, with remote troubleshooting skills
• Strong stakeholder management and communication skills
• Awareness of IT security and compliance requirements

Preferred

• ITIL certification
• Experience in a multinational or agency environment
• Exposure to RDS / remote support environments and automation initiatives