IT Operations Lead — End-User Support & Partnerships

MSD Malaysia; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

Merck & Co., Inc. in Singapore seeks an experienced IT End User Support lead to manage local IT services, assets, and contractor-based delivery. The role focuses on maintaining availability of desktop, Office, and printer environments while aligning with global standards.

You will mentor junior staff, coordinate with regional teams, and drive IT initiatives in country. A college degree is required with 5+ years in IT operations and strong collaboration skills for cross-functional projects.

Qualifications

• College or university degree in Computer Science, Information Systems, Engineering, or equivalent fields.
• 5+ years’ experience in supporting IT operations including 3+ years hand-on experience in Microsoft Windows desktops, Microsoft Office Suite and HP network printer support and IT Telecom room management.
• Experience in Manufacturing/Lab operations support and ITIL experience.
• Experience in vendor/contractor management and service delivery.

Responsibilities

• Oversee IT End User Support for Singapore and ensure asset management records are up to date.
• Ensure IT requests and incidents are handled by contractors per SLA and collaborate with global/regional teams.
• Provide guidance and training to junior staff and IT contractors, review deliverables and highlight variances.
• Manage incident and problem management with post-mortems and improve service quality.
• Educate users on global standard IT processes and monitor infrastructure availability.
• Plan IT equipment lifecycle refreshes and support successful implementations.
• Engage with country, IT platform, and support teams for service requests beyond local capabilities.

Skills

IT Operations

Windows Desktops

Office Suite

Contractor Management

ITIL Knowledge

Vendor Management

Customer Focus

Problem Solving

Communication Skills

Network Printer Support

Education

Bachelor's degree in Computer Science or related field

Tools

HP Printer Management

ITSM Tools

MS Office

Job description

Merck & Co., Inc. in Singapore seeks an experienced IT End User Support lead to manage local IT services, assets, and contractor-based delivery. The role focuses on maintaining availability of desktop, Office, and printer environments while aligning with global standards.

You will mentor junior staff, coordinate with regional teams, and drive IT initiatives in country. A college degree is required with 5+ years in IT operations and strong collaboration skills for cross-functional projects.