IT Manager

ONE RUBY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A tech-focused company in Singapore is seeking a candidate for IT support management. The role involves overseeing day-to-day IT operations, managing ticketing systems, and developing training programs for support staff. The ideal candidate will lead the IT support team, enforce service level agreements, and ensure effective user support for hardware and software issues. This position is critical for maintaining the stability and uptime of IT systems while promoting a proactive support culture.

Responsibilities

• Oversee the day-to-day IT support services for the organization, including help desk operations and user support.
• Manage ticketing systems to ensure timely resolution of technical issues.
• Set and enforce support policies, procedures, and service level agreements.
• Lead, coach, and mentor IT support staff.
• Develop training programs for support personnel to improve technical skills and customer service.

Job description

Responsibilities

• Oversee the day-to-day IT support services for the organization, including help desk operations and user support.
• Manage ticketing systems to ensure timely resolution of technical issues.
• Set and enforce support policies, procedures, and service level agreements
• Lead, coach, and mentor IT support staff.
• Develop training programs for support personnel to improve technical skills and customer service.
• Conduct regular performance evaluations and set professional development goals.
• Ensure users receive prompt and effective support for hardware, software, and network issues.
• Escalate complex technical problems to appropriate departments or vendors.
• Monitor support trends and take proactive steps to reduce recurring issues.
• Ensure stability and uptime of IT systems including desktops, laptops, printers, networks, and business applications.
• Ensure proper documentation of procedures, troubleshooting steps, and FAQs.
• Generate reports on IT support performance, user satisfaction, and incident trends.
• Provide recommendations for continuous improvement based on data analysis.
• Support audit and compliance activities
• Ensure backup, recovery, and antivirus systems are functioning as intended.
• Act as the main point of contact for IT support-related concerns across departments.