Assistant Manager End User Support

NTUC First Campus; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

NTUC First Campus in Singapore is seeking an experienced End User Support Lead to manage Level 1 and Level 2 teams, delivering high-quality technical support and an excellent end user experience. You will mentor engineers, drive incident resolution within SLAs, oversee software and device lifecycles, and partner with vendors to refresh workplace technologies while upholding security standards.

This role demands strong communication, governance, and a proactive mindset to continuously improve

Qualifications

• Bachelor’s or Master’s degree in IT or related field.
• ITIL Foundation certification preferred.
• 4–6 years in End User Support, Digital Workplace, or IT Operations.

Responsibilities

• Assist in managing Level 1/2 End User Support team to deliver high-quality support.
• Provide technical leadership and mentorship to engineers on endpoints, OS, apps, and collaboration tools.
• Ensure incidents are resolved within SLAs with high customer satisfaction.
• Monitor performance, identify recurring issues, and drive improvements.
• Develop and maintain SOPs, knowledge articles, and documentation.
• Manage endpoint lifecycle: procurement, staging, deployment, asset management, and decommissioning.
• Support software lifecycle management, licensing, deployments, and governance.
• Collaborate with cybersecurity and application teams on standards and security.

Skills

End User Support

Team Leadership

Vendor Management

Windows

macOS

iOS

Android

ITIL Foundation

Digital Workplace

Service Delivery

Education

Bachelor’s or Master’s in IT

ITIL Foundation Certification

Tools

MDM

SCCM

Intune

Job description

• Assist in managing the Level 1 and Level 2 End User Support team to deliver high-quality technical support and an excellent end user experience.
• Provide technical leadership and mentorship to engineers in resolving complex endpoint, operating system, application, and collaboration technology issues.
• Ensure incidents and service requests are resolved within agreed service levels (SLAs) while maintaining high customer satisfaction.
• Monitor service performance, identify recurring issues, and drive continual service improvement initiatives.
• Develop, maintain, and continuously improve knowledge articles, standard operating procedures (SOPs), and technical documentation.
• Manage the complete endpoint lifecycle, including procurement, staging, provisioning, deployment, asset management, refresh, repair, and secure decommissioning.
• Ensure endpoint inventory, asset records, warranties, and lifecycle information remain accurate and up to date.
• Support endpoint configuration management, operating system deployment, application deployment, software distribution, and patch management.
• Ensure endpoints comply with corporate security baselines and endpoint management policies.

3. Software & Digital Workplace Management

• Manage the end-to-end software lifecycle, including software evaluation, approval, packaging, deployment, licensing, upgrades, retirement, and governance.
• Review software requests, maintain the approved software catalogue, and identify unauthorized applications to ensure compliance with security and licensing requirements.
• Support and continuously improve digital workplace technologies, ensuring employees have access to secure and productive collaboration tools.
• Work closely with cybersecurity and application teams to ensure software deployments comply with organisational security standards.
• Manage and support workplace technologies across headquarters, including meeting room audio visual (AV) systems, room booking solutions, interactive displays, digital signage, collaboration devices, and other smart workplace technologies.
• Partner with vendors to ensure workplace technologies remain operational, reliable, and aligned with business requirements.
• Lead technology refresh initiatives and evaluate new workplace technologies to improve user experience.
• Manage outsourced service providers and vendors to ensure service delivery meets contractual obligations and agreed service levels.
• Conduct regular service reviews, monitor vendor performance, and drive continuous improvement initiatives.
• Coordinate vendor activities for maintenance, deployments, rollouts, and technology refresh programmes.

6. Governance & Compliance

• Assist in managing the End User Support operating budget and technology refresh planning.
• Ensure end user services comply with organisational policies, security standards, software licensing requirements, and audit requirements.
• Support security investigations related to endpoint devices and end user technologies.
• Maintain accurate operational documentation and support internal and external audits.

7. Projects & Continuous Improvement

• Lead or support End User Support projects, including device refresh programmes, operating system upgrades, collaboration technology deployments, and digital workplace initiatives.
• Collaborate with business stakeholders to understand user requirements and implement technology solutions that improve productivity.
• Identify automation opportunities and continuously improve operational processes, user experience, and service efficiency.
• Evaluate emerging workplace technologies and recommend improvements to enhance digital workplace capabilities.

QUALIFICATIONS AND JOB REQUIREMENTS

Education

• Bachelor’s/Master’s Degree, preferably in Information Technology or related field.
• Certification in ITIL Foundation or equivalent is preferred

Experience

• 4 - 6 years of experience in End User Support, Digital Workplace, or IT Operations.
• At least 1- 2 years of experience leading or supervising an End User Support team.
• Strong experience managing Windows, macOS, iOS, and Android devices.
• Experience managing enterprise endpoint lifecycle and device management platforms.
• Experience managing outsourced support vendors and service delivery.
• Experience supporting workplace technologies, including meeting room AV systems and collaboration solutions.

Skills and Attributes

• Excellent communication and stakeholder management skills
• Strong leadership, coaching, and team development capability
• Customer-centric mindset with a strong focus on service excellence
• Strong analytical and problem-solving skills
• Excellent organizational and multitasking ability
• Ability to manage multiple priorities in a fast-paced environment
• Strong vendor and service delivery management skills
• Ability to drive continuous service improvement and operational excellence
• High attention to detail with a strong governance and compliance mindset
• Adaptable and proactive in adopting new technologies and improving business processes