Singapore Public Service Hiring For Head – IT Helpdesk & Operations [ITE Headquarters] at Singapore Full Time

Head – IT Helpdesk & Operations [ITE Headquarters]

Singapore Public Service–Singapore

7 minutes ago, from GovTech Singapore

As a Head in ITE, your challenge is to formulate, review and implement policies and schemes in specific functional areas.

You will be assisting the department manager in the overall IT operations that support ITE business. This includes:

– Support and coordinate the daily IT technical support and operations to our stakeholders.
– Manage the helpdesk team to ensure customer satisfaction and service level agreement are met.
– Oversee all incidents and change management request.
– Technology Refresh of End User PCs.
– Software Deployment/Patching to End User PCs.
– Data Centre and Back End Batch Job Monitoring.
– Ensure timely closure and resolution affecting critical business operations.
– Act as the single point of escalation contact to resolving all incidents and service request.
– Implement the ITIL best practices to the current operations.
– Main IT coordinator to support key activities like the registration exercise and online examination.
– Prepare, track and submit relevant KPIs for management reporting.
– Coordinate with different parties for major IT initiatives rollout.
– Review the performance of the contractors as part of service improvement.
– Perform annual Customer Satisfaction Survey.
– Ensure proper documentation and updates of all processes as part of the IT helpdesk operations.
– Update the relevant IT portal with latest FAQs/SOPs.
– Handle feedback from both internal and external customers.

– Possess suitable academic or professional credential in Information Technology, Computer Engineering, Computer Science or related fields.

– At least 5 years’ experience in managing an IT helpdesk environment with at least 1000 users, preferably with experience managing Agency Facility Management in the Government domains.

– Effective team leader with both project and vendor management experience.

– Essential customer-centric skillsets and good problem-solving knowledge.

– Relevant knowledge in the latest ITIL practices, project management skillsets and vendor management would be an advantage.

– Good interpersonal and communication skills.

Applicants may check their application status at the end of 8 weeks from the closing date of this job posting.