全职 Track Lead (Support - Operations) 工作, 薪水, HCLTech 公司招聘中 - Ricebowl

Singapore, Singapore
Job Summary

The End User Services Lead is responsible for the overall strategy, governance, transformation, and operational delivery of End User Computing (EUC), Digital Workplace, Service Desk, Collaboration Services, and Digital Employee Experience (DEX) across the enterprise.

This role will lead multidisciplinary teams supporting Service Desk, Deskside Support, Endpoint Management, Virtual Desktop Infrastructure (VDI), Unified Communications, Collaboration Platforms, Microsoft 365, and Digital Experience Management etc… The incumbent will drive workplace modernization, automation, proactive remediation, AI-enabled support, user experience improvements, service transformation initiatives, and technology adoption while ensuring operational excellence and customer satisfaction.

Key Responsibilities

Service Delivery & Operations Leadership

Lead end-to-end delivery of End User Services across all locations in GIC environment
Own operational performance, SLA attainment, KPI management, CSAT, and user experience outcomes.
Establish operational governance, reporting, service reviews, and continual service improvement programs.
Act as the senior escalation point for critical and executive user issues.
Drive service transformation initiatives aligned with digital workplace strategy.

Service Desk & Digital Support Services

Lead and govern:
Service Desk Operations
Digital Contact Channels
Self-Service and Virtual Agent capabilities
ServiceNow Mobile App support
Ticket Quality Assurance programs
Knowledge Management initiatives
Dedicated Experience Management Office (XMO)

Key responsibilities include:
Improving First Contact Resolution (FCR)
Reducing Mean Time to Resolution (MTTR)
Driving ticket deflection and automation
Establishing shift-left support strategy
Continuous knowledge article optimization
Service analytics and trend management

Digital Employee Experience (DEX)

Drive enterprise-wide Digital Employee Experience programs through:

Nexthink DEX platform
Experience analytics and sentiment measurement
DEX Uplift initiatives
User journey optimization
Endpoint experience monitoring
Proactive issue identification

Lead implementation of:
Auto-Healing capabilities
Proactive Remediation
L1/L2 automated resolution models
User experience scorecards
Business productivity improvement programs

Skill Requirements

Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline.
ITIL Certification (Foundation/Managing Professional preferred).
Nexthink certification preferred.

Experience

12+ years of IT Infrastructure and End User Services experience.
7+ years leading large End User Computing and Digital Workplace environments.
Experience managing global Service Desk and Deskside Support teams.
Proven experience with DEX initiatives, Microsoft 365, Intune, Azure Virtual Desktop, ServiceNow, and enterprise collaboration platforms.
Experience leading workplace transformation, automation, and digital employee experience programs in large enterprise environments.
Other Requirements

;End User Computing (EUC) Services

Provide leadership for:
Endpoint Services

Windows Endpoint Management
Device Lifecycle Management
OS Deployment and Imaging
Device Refresh Programs
Endpoint Compliance

Device Management

Endpoint Management (Windows)
Mobile Device Management (MDM)
Mobile Application Management (MAM)
Microsoft Intune
Windows Autopilot
PatchMyPC

Asset Management

CMDB Governance
Asset Inventory Management
Device Maintenance Programs
Software Asset Management
Hardware Lifecycle Governance

Supported devices include:
Laptops
Workstations
Tablets
Mobile Devices
Peripherals
Print & Scan Equipment
AV/VC Systems
IP Telephony Devices

Deskside & VIP Support Services

Lead enterprise onsite support functions including:
Onsite Deskside Support
VVIP Executive Support
Walk-in Technology Bar Operations
Tech Bar Service Design
Site Support Operations
Major Incident Support
Executive Experience Programs

Responsibilities include:
VVIP Deskside Mapping
Dedicated Executive Support Models
Site Assessment & Discovery
Staffing Model Planning
Recruitment and Team Development
Service Readiness Planning

Microsoft 365 Platform Services

Provide governance and operational management for:
Microsoft 365 Services

Microsoft 365 Office Applications
Exchange Online
SharePoint Online
OneDrive for Business
Microsoft Teams
Microsoft Copilot
Microsoft Viva
Microsoft Purview

Identity Services

Azure SSPR
Entra App Proxy
Directory Services

Drive adoption, governance, compliance, and optimization across the Microsoft ecosystem.

Service Management & ITSM Transformation

Lead ITSM operations and transformation initiatives involving:

BMC Helix
ServiceNow Migration Programs
Incident Management
Problem Management
Change Management
Service Request Management

Additional responsibilities:
Change Impact Assessment
Service Automation
Workflow Optimization
Digital Service Catalog Enhancement
Operational Process Improvements

Vendor Management

Manage coordination with OEM and third-party service providers.
Establish Vendor & OEM Mapping.
Ensure contractual SLA compliance.

Security, Compliance & Governance

Partner with Security and Risk teams to ensure:
Endpoint Security Compliance
CrowdStrike Security Operations
Device Compliance Monitoring
Security Patch Management
Data Protection Compliance
Microsoft Purview Governance
Audit Readiness

Automation & Integration

Lead automation initiatives leveraging:
Custom Automation Scripts
Integration Platforms

Focus areas include:
Self-Healing Services
Automated Remediation
Workflow Automation
Service Orchestration
AI-Assisted Operations
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