Manager (End-User Services)

Civil Aviation Authority of Singapore; Singapore; On-site; SGD 52,000 - 85,000; Full time

Job summary

Civil Aviation Authority of Singapore (CAAS) is seeking a capable ICT professional to manage end-user IT support and broadband network services across CAAS offices. You will ensure high availability, timely incident resolution, and smooth technology delivery for staff.

The role emphasizes collaboration with vendors and service providers, adherence to ITIL practices, and ongoing service improvements to raise the overall experience of CAAS staff.

Qualifications

• 5+ years of experience in IT support.
• Experience with ITSM frameworks and ITIL.
• Experience with helpdesk and ticketing systems.
• Strong communication and stakeholder management skills.

Responsibilities

• Manage day-to-day end-user IT support operations to ensure timely incident resolution and SLA adherence.
• Coordinate refresh of end-user devices and peripherals, and IT implementations.
• Oversee broadband network services across all CAAS office locations; ensure availability and performance.
• Lead planning and setup of broadband services for new office locations with vendors and internal stakeholders.
• Manage vendor relationships and contracts related to end-user support and broadband networks.

Skills

End-user IT support

ITIL

Vendor management

Network services

Stakeholder management

Education

Information Technology / Computer Science degree

Tools

Helpdesk software

Ticketing systems

Job description

What the role is:

To support CAAS as a high-performing and future-ready organisation, we are committed to delivering reliable and efficient end-user IT support services that enable our staff to work seamlessly across all office locations. You will play an important role in maintaining quality of end-user support, ensuring robust network connectivity and improving the overall technology experience for CAAS staff.

What you will be working on:

We are looking for a strong and dynamic candidate to join the ICT team at CAAS. You will be responsible for managing the day-to-day delivery of end-user IT support and broadband network services across all CAAS office locations, ensuring high availability and performance for all users.

You will work closely with business users, vendors, and service providers to drive continuous service improvements, coordinate technology implementations and ensure the effective delivery of end-user IT support services.

Key responsibilities include:

• Manage end-user IT support operations to ensure timely resolution of incidents and service requests in line with agreed SLAs and act as escalation point for complex or high-priority issues
• Plan and coordinate the refresh of end-user IT devices and peripherals, as well as Whole-of-Government (WOG) IT implementations
• Oversee broadband network services across all CAAS office locations, including remote sites ensuring network availability and performance
• Lead the planning and setup of broadband network services for new office locations, working closely with service providers and internal stakeholders to ensure timely and smooth connectivity deployment
• Manage vendor relationships and contracts related to end-user support and broadband network services, including coordinating with service providers to resolve connectivity issues

What we are looking for:

• At least 5 years of experience in IT support
• Trained in Information Technology, Computer Science, or equivalent
• Strong knowledge of ITSM frameworks such as ITIL as well as experience with helpdesk and ticketing systems. ITIL certification would be advantageous
• Excellent communication and stakeholder management skills
• Experience in a large enterprise or public sector environment would be advantageous

About Civil Aviation Authority of Singapore

The Civil Aviation Authority of Singapore's raison d'etre is to develop the air hub and aviation industry in Singapore, expanding Singapore's links to the rest of the world. We enable opportunities through aviation, making connections, opening doors and enabling choices in people's lives.