Position Overview

The End‑User Services Lead is responsible for driving the operational excellence, reliability, and continuous improvement of workstation and end‑user services across the Singapore ISAP office. This role combines technical leadership, team management, service quality oversight, and strategic collaboration with regional & global IT stakeholders.


Main responsibilities

An End-User Services Lead has a wide spectrum of responsibilities and actions.
As Service Lead of his/her team, he/she:
·       assigns technical tasks and manages delegation for technical issues.
·       animatePosition Overview

The End‑User Services Lead is responsible for driving the operational excellence, reliability, and continuous improvement of workstation and end‑user services across the Singapore ISAP office. This role combines technical leadership, team management, service quality oversight, and strategic collaboration with regional & global IT stakeholders.


Main responsibilities

An End-User Services Lead has a wide spectrum of responsibilities and actions.
As Service Lead of his/her team, he/she:
·       assigns technical tasks and manages delegation for technical issues.
·       animates the team to encourage collaboration and sharing of best practices
·       has a role in supporting technical skills development and provides training when required
·       supports new technologies and leverages them to provide consistency of service across streams
·       manages service improvements for all workstations services supported throughout the organization
·       documents, reviews, maintains and shares relevant technical information to the team
·       provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to SLA,
·       implements and develops improvements based on LEAN-CA-CIB best practices,
·       focuses on automation and optimum use of the team to improve efficiency,
·       drives and delivers root cause for any high severity issue,
·       reviews technology changes to identify potential risks,
·       is responsible for problem management and resolution   

As an experienced professional for Workstation, he/she:

supports his/her team during diagnosis when technical issues rise in his/her scope of expertise,
provide high-quality support for VIP population, ensuring rapid responses and efficient resolution of technical issues.
supports high visibility events and townhalls.
is aware of the global IT structure so that he/she anticipates interrelationships within the organization,
engages with technical peer, Service managers, Architect and project teams on technology roadmap and projects.
facilitates transformation projects and suggest future directions for new areas of improvement and change,
manage Service Lead activities which involve direct relationships with end users and Workstation-L3 Team, activities like architecture, design, project management, etc.
guarantees the production readiness and to operate of new projects and solutions.
is available and able to drive technically, any complex or high severity incidents that occur within the scope of their role
actively engages to understand new technologies and trends and reviews them with a view to incorporating them into CACIB operations
actively assists in identifying the most technical skilled candidates for open roles during Interview and hiring process.
define the technical skillset required to support CA-CIB technologies.

Bachelor and above in relevant discipline 

·       Maintain up-to-date technical documentation, runbooks, and troubleshooting guides.

·       Maintain Knowledgebase and share known issues with L1 & other Asia local IT teams.

·       Management of compliance & control deliverables under end-user services scope.

·       manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality

technically coach and develop partner resources to improve productivity
·       have to maintain a smooth relation with partners, vendors and global clients/teams

As a member of ISAP/ITS, he/she:

facilitates collaboration and spread of information from and to the team,
participates to the department’s activities including brainstorming, team building and other team or transversal actions,
fosters innovation mindset,
contributes to ISAP/ITS global branding and communication
focus on automation and optimum use of the team to improve efficiency
Manages staff Roster and resource planning.
 

Job specific environment and/or organization

·       English Language 

·       Working hours will primarily match ASIA business hours with weekend support as needed.

Qualifications and Profile
·       Minimum 5~10 years of experience supporting windows workstations, preferably in financial sector.
·       Experience on technical solution to build and customize workstations
·       In-depth working knowledge of the Windows environment with at least 5~10 years of Windows administration experience, strong understanding of network concepts and Active Directory.
·       Mind-set for innovation to improve end users experience.
·       In-depth working knowledge of Altiris/SCCM deployment tools, Appsense and PowerShell scripting. 
·       Ability to communicate in a highly professional manner with users, VIP, internal, and external partners.
·       In-depth working knowledge of the Microsoft 365/ Entra ID/Azure Administration Platform
·       Customer service oriented, able to work in a dynamic and fast paced environment
·       Excellent communication, interpersonal and troubleshooting skills
·       Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously
·       Installing and configuring computer hardware PC/Laptops preferably HP/Dell exposure.
·       Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction (Problem Management through Root cause analysis).
·       Leading projects related to the Desktop support in Asia.

·       Basic to proficient video conferencing software, support, and troubleshooting conference room equipment.

·       Flexibility in working hours & Weekend/on-call required during emergencies or major incidents.