IT Operations Executive

Open Government Products, GovTech Singapore; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

Open Government Products (OGP) is hiring an IT Operations role for a 1-year fixed-term contract in Singapore. You will own the execution layer: service desk, device management, onboarding/offboarding, and documentation.

You’ll be the first IT contact, ensuring officers can set up and stay productive across Google Workspace, Slack, and other tools. You’ll report to the IT Manager and collaborate with the Workplace team in a hands-on role, with a focus on troubleshooting, knowledge base creation,

Qualifications

• Proficient in supporting macOS hardware and enterprise tools such as Okta, Google Workspace, 1Password, and Slack.
• Demonstrate strong aptitude for learning and investigating unfamiliar technical problems.
• Communicate clearly and effectively with staff and IT management to convey issues and progress.
• Organised and process-oriented with a habit of documenting work and improving repeatability.
• Show ownership, reliability and responsiveness in handling IT requests.

Responsibilities

• Be the first point of contact for IT requests via ticketing, Slack and email; triage, respond, and resolve.
• Handle password resets, MFA issues, and basic Okta troubleshooting.
• Support staff with SaaS access (Google Workspace, 1Password, Slack, Notion).
• Troubleshoot Mac issues: OS problems, software installs, connectivity, peripherals.
• Provide first-level AV support for meeting rooms and escalate when needed.
• Execute IT onboarding and offboarding checklists; create day-one setups and revoke access.
• Maintain onboarding/offboarding runbooks and document procedures.
• Maintain hardware register, track procurement, assignment, returns and disposal.
• Keep inventory records accurate; perform quarterly stocktakes.
• Create and update knowledge-base articles and self-serve guides.

Skills

MacOS support

Customer support

Documentation

Clear communication

Ownership

Tools

Okta

Google Workspace

Slack

1Password

Freshservice / ITSM

Job description

Who We Are

Open Government Products (OGP) operates like a startup within the government; We are a fast-paced, dynamic team of engineers, designers, and product managers dedicated to public good. We autonomously identify opportunities to solve public problems using tech, rapidly prototype, and launch solutions—from citizen apps to automating public agency operations. Embracing an open-sourced and flat hierarchy, we cut through bureaucracy to focus on real-world, user-centric innovations that drive change.

About the Role

This is a 1-year fixed-term contract role. Any extension beyond the initial contract period will be considered based on business needs at that time and is not guaranteed.

We're hiring an IT Operations hire to own the execution layer: service desk, device management, onboarding and off-boarding, and documentation. You will report to the IT Manager and work closely with the Workplace team. This is a hands-on, on-the-ground role. You'll be the first point of contact for IT requests across OGP — the person who makes sure officers can get set up and get unstuck.

On a day-to-day basis, this means:

Service Desk

• Be the first point of contact for all IT requests via ticketing system, Slack, and email — triaging, responding, and resolving.

• Handle password resets, MFA issues, and basic Okta troubleshooting (account unlocks, app assignments).

• Support staff with SaaS access — helping people get into the cloud tools OGP uses (Google Workspace, 1Password, Slack, Notion).

• Troubleshoot Mac issues: OS problems, software installs, connectivity, peripheral setup, hardware fixes.

• Provide first-level support for meeting room AV and displays — resolving common issues and escalating where needed.

Onboarding & Offboarding

• Execute the IT onboarding checklist for every new hire — device prep, account creation, and day-one setup.

• Run IT offboarding — account suspension, device collection, and access revocation.

• Maintain and keep the onboarding/offboarding runbook up to date so the process is documented and repeatable.

Asset Management

• Maintain the hardware register — track procurement, assignment, return, and disposal for all devices.

• Monitor device lifecycle, warranty status, and stock levels; coordinate repairs and loaner assignments.

• Keep inventory records accurate after every movement; run quarterly stocktakes.

Documentation

• Create and maintain Knowledge Base (KB) articles — building a self-service resource for staff and future reference.

• Maintain and update runbooks as processes are built and refined.

• Draft clear, staff-friendly self-serve guides for common faced issues.

Preferred Skills and Qualifications

• Proficient in supporting macOS hardware and common enterprise tools, including Okta, Google Workspace, 1Password, and Slack

• Demonstrate strong aptitude for learning and are comfortable investigating unfamiliar technical problems

• Communicate clearly and effectively — both with staff seeking support and with the IT manager, ensuring a clear and accurate picture of ongoing issues

• Organised and process-oriented, with a habit of documenting work and identifying opportunities to improve repeatability and efficiency

• Demonstrate a strong sense of ownership, reliability, and responsiveness

Nice to Have

• Experience with MDM/UEM tools (e.g. Jamf, Intune, Kandji)

• Prior experience in IT support, helpdesk operations, or systems administration

• Foundational knowledge of broader IT domains such as networking, security, or IT Service Management

• Relevant certifications, such as CompTIA A+, ITIL Foundation, or CompTIA Network+

• Familiarity with ITSM/ticketing platforms (e.g. Freshservice, Jira Service Management, Zendesk)

• Understanding of automation concepts and familiarity with building workflows to streamline repetitive tasks

Working at OGP

Ownership and Autonomy — Beyond technical tasks, this means having autonomy to voice opinions and suggest future directions. Building what you believe in drives the creation of great solutions.

Rapid Prototyping — We prioritize testing ideas over debating them, allowing us to identify problems quickly and convey possibilities to others. This fail-fast approach accelerates innovation.

Flexibility — We provide flexible work arrangements based on what works best for our team and its members, fostering a productive and supportive environment.

Continuous Learning — Drive professional growth by exploring new architectures, frameworks, and technologies. With dedicated yearly learning months and hackathons, continuous learning is essential as we tackle innovative ideas and challenges.

Mission-Driven — Our work is dedicated to the public good, aiming to improve the lives of Singapore citizens. We focus on creating impactful solutions that enhance the community and the place we call home.

Projects OGP has worked on include:

ScamShield — iOS and Android mobile apps, enhanced in August 2024, help users check and report suspicious communications. The apps automatically filter known scams using an AI-powered machine learning classifier. An Admin Dashboard also allows police to verify reported scams.

ParkingSG — A mobile app alternative to parking coupons. It lets users pay, extend, and refund their parking sessions just using their phones.

RedeemSG — Helps the Singapore Government to create, send and track redemptions of digital vouchers easily.

COVID-19 Vaccination — A suite of systems built to enable Singapore's national vaccination campaign for COVID-19. This includes informational sites, appointment booking systems, and records management systems.

data.gov.sg — An open repository of all the Singapore Government's public data. It helps people understand the data using visualizations and articles, and provides real-time APIs for developers to use.

Isomer — Provides government agencies with an easy-to-deploy static website building and hosting service to create usable, secure and faster informational websites quickly.

FormSG — A form builder tool for agencies to self-service and create online forms that capture classified data, with the goal of replacing paper forms.

PaySG — Was developed to enable digital payments for government services, and was initially used for payments for COVID-19 swab tests and Stay-Home Notices for incoming travellers to Singapore.

An overview of other OGP products can be found on our website https://open.gov.sg