End User Computing Manager (Singapore-Based)

NCSI (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 444,000 - 571,000; Full time

Job summary

NCS I (Malaysia) Sdn Bhd is seeking an End User Computing Manager (Singapore-Based) to lead EUC services in Singapore, overseeing desktop support, device provisioning, patching, and service governance. You will drive continuous improvement, manage incidents, and coach a team of EUC engineers to ensure high-quality user experience.

Role requires 4+ years in IT service delivery or EUC leadership, strong stakeholder management, and a track record of SLA/KPI governance.

Qualifications

• 4+ years in IT service delivery, desktop engineering, or EUC leadership roles.
• Proven experience managing teams (direct or matrixed) in a support/operations environment.
• Track record of managing SLAs, KPIs, and service governance frameworks.
• Experience handling performance management, including difficult conversations and PIP processes.

Responsibilities

• Own end-to-end delivery of EUC services including desktop support, device provisioning, patching.
• Monitor and manage SLAs, KPIs, and service quality metrics across the team.
• Drive continuous improvement initiatives to enhance service efficiency and user experience.
• Oversee incident and escalation management, ensuring timely resolution of high-priority issues.
• Manage, coach, and develop a team of EUC engineers.
• Prepare and present regular service reviews and reports to leadership.
• Ensure compliance with IT policies, security standards, and audit requirements.

Skills

IT service delivery

Desktop engineering

EUC leadership

Stakeholder management

People management

Performance management

Education

Degree in Information Systems/CS or equivalent

Job description

End User Computing Manager (Singapore-Based)

This position is fully based in Singapore.

Key Responsibilities

Service Delivery & Operations

Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and

Monitor and manage SLAs, KPIs, and service quality metrics across the team

Drive continuous improvement initiatives to enhance service efficiency and user experience

Oversee incident and escalation management, ensuring timely resolution of high-priority issues

People Management

Manage, coach, and develop a team of EUC engineers

Conduct performance reviews, manage performance improvement plans, and support career development

Build a strong team culture centered on ownership, responsiveness, and service excellence

Manage workforce planning, including timesheet approval, leave coordination, and resource allocation

Stakeholder & Relationship Management

Serve as the primary escalation point and relationship owner for business stakeholders

Communicate service performance, risks, and improvement plans to leadership and stakeholders

Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)

Handle sensitive or difficult conversations with professionalism and clarity

Governance & Reporting

Maintain service delivery governance frameworks, including KPI tracking and scorecards

Prepare and present regular service reviews and reports to leadership

Ensure compliance with IT policies, security standards, and audit requirements

Manage asset and CMDB accuracy across the device fleet

Requirements

Experience

4+ years in IT service delivery, desktop engineering, or EUC leadership roles

Proven experience managing teams (direct or matrixed) in a support/operations environment

Track record of managing SLAs, KPIs, and service governance frameworks

Experience handling performance management, including difficult conversations and PIP processes

Essential Qualifications

• Degree in Information Systems, Computer Science, or equivalent
• 4+ years of IT project management experience
• Knowledge of process improvement methodologies and tools
• Understanding of Software Development Lifecycle (SDLC)
• Proficiency in English, both written and spoken

Preferred Attributes

• Strong leadership and mentoring abilities
• Positive, can-do attitude with strong interpersonal skills
• Effective communication, presentation, and negotiation skills
• Creative and proactive approach to problem-solving

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