Team Lead – IT Support (Microsoft 365 / Azure)

Department: Managed Services & Support

Location: Singapore / Remote

Type: Full-time

Reports To: Head of Managed Services & Support

Standby/Rotation: Required (oversees rotation planning)

Shift Work: May be required depending on support coverage

Support Mode: Phone and email (English communication – clear accent and fluency required)

·      Lead and manage a team of L2 and L3 engineers handling Microsoft 365 and Azure support.

·      Act as final escalation point for technical issues and ensure end-to-end incident resolution.

·      Review ticket SLAs, technical response quality, and customer satisfaction feedback.

·      Oversee roster planning to maintain 24x7 standby/shift coverage.

·      Drive internal alignment with Projects, Sales, and Security teams.

·      Coach team members on technical skills and communication etiquette, especially for phone/email support.

·      Maintain high standards in documentation, ticket handling, and escalation processes.

·      Identify areas for improvement, implement SOPs, and ensure knowledge base is maintained.

Must-Have:

·      5+ years of IT support experience, with 1–2 years in a leadership or team coordination role.

·      Strong technical understanding of Microsoft 365 (Exchange, SharePoint, Teams, Intune) and Azure (Entra ID, VM, networking).

·      Fluent English speaker with clear pronunciation and strong written communication – phone and email etiquette is critical.

·      Experience leading support teams, planning shift/standby coverage, and handling escalation.

·      Independent, service-oriented, and reliable with a problem-solving mindset.

Good-to-Have:

·      Microsoft certifications (MS-101, AZ-104, SC series)

·      Familiarity with ticketing systems (Jira, Freshservice, or ServiceNow)

·      Documentation and process improvement experience

·      Exposure to managed services or multi-tenant environment

Best-to-Have:

·      Experience with Fortinet firewalls (FortiGate, VPN setup, traffic policies)

·      Exposure to Microsoft Defender for Endpoint, Sentinel, Purview, or other security/compliance tools

·      Background in SOC environments or working with cybersecurity alerts and incident triage