Hybrid IT Service Desk Project Lead – Library Sector

NLB Singapore; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Impact the community

Innovate and push boundaries

Growth and wellbeing support

Job summary

The National Library Board (NLB) invites an experienced IT Service Desk and EUCD lead to oversee daily operations, incidents and service requests, while driving improvements and stakeholder engagement. The role emphasizes ITIL practices, strong leadership, and collaboration across locations.

You will ensure compliant service delivery within a hybrid work setup at ESR BizPark @ Chai Chee, with a project contract extending to 30 December 2027.

Qualifications

• 5–8 years of relevant experience in IT infrastructure services, especially IT Service Desk and/or large EUCD support across multiple locations.
• Familiarity with ITIL framework and ITSM processes (Incident, Problem, Change).
• Strong leadership and people management skills; good communication and stakeholder engagement.

Responsibilities

• Oversee day-to-day IT Service Desk and Technical Support operations, ensuring incidents meet SLAs and KPIs.
• Manage incident, problem, change and service requests; maintain high customer satisfaction.
• Oversee EUCD deployment for new hires and refresh cycles; standardize desktop services and apps.

Skills

ITIL framework

Leadership

Communication & collaboration

Tools

ServiceNow

JIRA

BMC Helix

Job description

The National Library Board (NLB) invites an experienced IT Service Desk and EUCD lead to oversee daily operations, incidents and service requests, while driving improvements and stakeholder engagement. The role emphasizes ITIL practices, strong leadership, and collaboration across locations.

You will ensure compliant service delivery within a hybrid work setup at ESR BizPark @ Chai Chee, with a project contract extending to 30 December 2027.