IT Service Desk Lead (Hybrid) — Public Sector Impact

Government Technology Agency (GovTech); Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

National Library Board (NLB) in Singapore seeks an IT Service Desk and EUCD Operations Lead with 5–8 years of IT infrastructure experience. You will oversee IT Service Desk and Technical Support, ensuring timely incident resolution and adherence to SLAs/KPIs, while managing EUCD deployments and desktop standardisation.

You will drive ITIL-based incident/problem/change management, plan budgeted ICT services, and ensure IT security compliance.

Qualifications

• 5–8 years of relevant experience in IT infrastructure services, especially IT Service Desk or large-scale EUCD support across multiple locations.
• Familiarity with ITIL, especially Service Desk, Incident, Problem and Change Management.
• Experience with ITSM tools such as ServiceNow, JIRA, BMC Helix, etc.
• Strong leadership and people management capabilities.
• Good communication, collaboration and stakeholder engagement skills.
• Experience in Government sector is preferred.

Responsibilities

• Oversee day-to-day operations of the IT Service Desk and Technical Support team, ensuring timely incident resolution and SLA/KPI alignment.
• Manage incident, problem, change and service request processes and maintain high customer satisfaction.
• Oversee EUCD deployment for new hires and ongoing technology refresh to ensure standardised desktop services.
• Plan ICT service delivery within budget and review systems for optimal performance.
• Ensure IT-QMS compliance and monitor monthly incident/service request statistics.
• Manage IT security standards and audits across IT Infrastructure areas.
• Act as primary contact for user escalations and stakeholders; build strong relationships.
• Drive continuous process improvement to optimise service delivery.

Skills

ITIL knowledge

Leadership

Communication

Tools

ServiceNow

JIRA

BMC Helix

Job description

National Library Board (NLB) in Singapore seeks an IT Service Desk and EUCD Operations Lead with 5–8 years of IT infrastructure experience. You will oversee IT Service Desk and Technical Support, ensuring timely incident resolution and adherence to SLAs/KPIs, while managing EUCD deployments and desktop standardisation.

You will drive ITIL-based incident/problem/change management, plan budgeted ICT services, and ensure IT security compliance.