Helpdesk Support Manager

About theRole: At Xtremax, we build mission-critical digital platforms and software solutions for public sector and enterprise clients. We are looking for seeking an experienced End-User Helpdesk and Support Manager to oversee helpdesk and end-user IT support services. The role is responsible for delivering responsive, reliable and user-centred support while overseeing service providers, device support and continual service improvement. Key Responsibilities • Manage daily helpdesk operations and ensure timely resolution of incidents and service requests. • Monitor service levels, ticket backlogs, recurring issues, escalations and user satisfaction. • Act as the escalation point for major or prolonged end-user issues. • Oversee laptop deployment, replacement, technology refresh, onboarding, offboarding and Install-Move-Add-Change services. • Coordinate support across endpoint, infrastructure, network, application and cybersecurity teams. • Manage outsourced service providers and ensure delivery against contractual requirements and service levels. • Analyse service data to identify root causes, operational bottlenecks and improvement opportunities. • Expand self-service, workflow automation and AI-assisted support to improve resolution time and reduce repetitive work. • Maintain SOPs, knowledge articles, escalation procedures and operational documentation. • Support accurate tracking, recovery, reconciliation and secure disposal of end-user IT assets. • Lead and develop support personnel, promoting a professional and service-oriented culture. Requirements • Relevant experience managing an enterprise helpdesk, service desk or end-user support function. • Strong knowledge of incident, request, problem, change, knowledge and asset management. • Experience managing outsourced service providers and service-level performance. • Working knowledge of endpoint management, Windows devices, Microsoft 365, identity and access management, and ITSM platforms. • Familiarity with Microsoft Intune, Entra ID, ServiceNow, self-service portals, workflow automation or AI-assisted support would be advantageous. • Strong leadership, stakeholder management, communication and problem-solving skills. • Ability to explain technical issues clearly to users and management. • ITIL or other relevant service-management certification would be advantageous. Success Measures • Achievement of agreed service levels • Improved first-contact resolution and user satisfaction • Reduction in aged and recurring incidents • Effective management of escalations and vendors • Successful device lifecycle and asset-management activities • Increased use of self-service and automation Data Protection Notice: By submitting your application and resume, you consent to Xtremax Pte. Ltd. collecting, using, and disclosing your personal data for recruitment and employment evaluation purposes in accordance with the Personal Data Protection Act (PDPA).