Title:  Service Desk Lead

About ST Engineering

ST Engineering is a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than 100 countries. The Group uses technology and innovation to solve real-world problems and improve lives through its diverse portfolio of businesses across the aerospace, smart city, defence, and public security segments. Headquartered in Singapore, ST Engineering ranks among the largest companies listed on the Singapore Exchange. 

Our history spans more than 50 years, and our strategy is underpinned by our core values – Integrity, Value Creation, Courage, Commitment and Compassion. These 5 core values guide every aspect of our business and are embedded in our ST Engineering culture – from the people we hire, to working with each other, to our partners and customers.

About our Line of Business – Cloud & Data Centre Solutions

ST Engineering Cloud and Data Centre Solutions Pte Ltd provides all aspects of cloud management, services, and solutions, from initial setup and migration to ongoing operations and optimization. Services include engineering works to design, build and provide facility management service for mission critical environments such data centers, disaster recovery, and business continuity sites.

Together, We Can Make A Significant Impact

The Service Desk Lead oversees the daily operations of the service desk to ensure timely, efficient, and high-quality support for end users. This role requires strong coordination and communication skills to guide the support team in resolving incidents, requests, and escalations. The Service Desk Lead works closely with stakeholders, technical teams, and vendors to maintain service standards, improve support processes, and ensure adherence to SLA requirements. Responsibilities include supervising service desk staff, tracking performance metrics, ensuring knowledge documentation is up to date, and identifying opportunities for service improvement. Periodic rotation of responsibilities may be implemented to broaden skillsets and ensure operational readiness across the team.

Be Part of Our Success 

• Service Desk Operations Management:
• Oversee daily service desk activities to ensure timely response and resolution of incidents and service requests.
•  Coordinate task assignments, manage ticket queues, and ensure adherence to SLA requirements.

• Team Leadership and Support:
• Provide guidance and support to service desk staff, including onboarding, coaching, performance tracking, and escalation assistance.
• Promote a collaborative and customer-focused work environment.

• Knowledge and Documentation Maintenance:
• Ensure support processes, troubleshooting guides, FAQs, and knowledge base documentation are kept updated and accessible.
• Facilitate information sharing across the support team to drive consistency and accuracy in resolutions.

• Coordination with Stakeholders and Vendors:
• Liaise with internal departments, technical teams, and external vendors to resolve complex issues, coordinate change activities, and maintain service continuity.

• Reporting and Continuous Improvement:
• Monitor service performance metrics, prepare periodic reports, and identify areas for process enhancement.
• Recommend and implement improvements to increase efficiency, service quality, and user satisfaction.

• Ad-hoc Support:
• Perform other operational or administrative duties when required to support overall IT service delivery.

Qualities We Value

• Proficient in IT service management tools (e.g., ServiceNow, JIRA) and Microsoft Office applications
• Familiarity with ITIL framework and service management best practices (ITIL certification is an advantage)
• Strong leadership skills with the ability to guide, support, and motivate a service desk team Excellent analytical and troubleshooting abilities with a methodical approach to problem solving
• Clear and confident communication skills, both written and verbal, with the ability to interact effectively across user levels and technical teams
• Proactive, accountable, and able to work independently while fostering strong teamwork and collaboration
• Able to perform under pressure and manage priorities effectively in a fast-paced support environment

Our Commitment That Goes Beyond the Norm

• An environment where you will be working on cutting-edge technologies and architecture.
• Safe space where diverse perspectives are valued, and everyone’s unique contributions are celebrated. 
• Meaningful work and projects that make a difference in people’s lives.
• A fun, passionate and collaborative workplace.
• Competitive remuneration and comprehensive benefits.