IT Manager

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

Job summary

A leading technology company in Singapore seeks an IT Support Manager to oversee day-to-day IT support services, manage ticketing systems, and lead the support staff. The role includes developing training programs, generating performance reports, and ensuring stability of IT systems. Candidates should have experience in IT support and a strong commitment to customer service. This position offers the opportunity to work in a dynamic environment with a focus on continuous improvement.

Responsibilities

• Oversee the day-to-day IT support services for the organization.
• Manage ticketing systems to ensure timely resolution of technical issues.
• Lead, coach, and mentor IT support staff.
• Generate reports on IT support performance and user satisfaction.

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.