Dell Lead Specialist, IT Support in Singapore

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Role Overview

Senior team lead for team supporting the Corporate IT Business community, providing second level support for End user desktop and IT Site support issues, and assists management team with day to day operations of the group. Receives, assesses, troubleshoots, and escalates support incidents & requests.

  • Leads solutions and operating procedures within the group.

  • Considered a subject matter expert within the group.

  • Provide solutions and develops approaches to a variety of highly complex problems and determine technical objectives without direction.

  • Monitor group SLO, customer satisfaction and other performance metrics and influences their use in the long term.

  • Frequently collaborates with other IT Support groups.

  • Leads process improvements, identifies inefficiencies and reports them to management; Assists management in coordinating and conducting team meetings and group discussions.

  • Works with end customer to drive service improvement initiatives to continually improve IT and user experience.

  • Understands and develops the ticketing system at a level capable of monitoring work flow, ensuring correct usage, and defining the scope of reports.

  • Conducts performance evaluations, counsels employees for motivation or performance issues

  • Measures and analysis trends and identify innovation and efficiency opportunities

  • Serves as an escalation point for various complex operational issues as determined by the management staff.

  • In addition, independently determines and develops approach to solutions with considerable latitude that impact the long-term success of the business.

  • Will be asked to conduct training to other technicians or non-technical employees.

  • Manage functions such as shift schedules, training, research issues, ad hoc reporting, and client escalation


  • Highly skilled in hardware, software and/or operating systems environment

  • Ability to influence others to achieve results

  • Advanced mentoring/Coaching skills

  • Good knowledge of appropriate networks, products and protocols

  • Team Management skills

  • Advanced troubleshooting skills

  • Advanced customer Service skill

Education and Experience:

  • Typically requires 6+ years of related experience

  • ITIL & MCP/ MCSE/other hardware certifications.