Manager (End-User Services)

CAA Civil Aviation Authority of Singapore; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

CAAS Civil Aviation Authority of Singapore seeks a capable IT support professional to manage day-to-day end-user IT support and broadband network services across all CAAS office locations. You will work with business users, vendors, and service providers to ensure high availability and a seamless technology experience for CAAS staff.

The role requires at least 5 years in IT support, strong ITIL knowledge, and excellent communication with stakeholders.

Qualifications

• Relevant IT support experience and ITIL knowledge.
• Experience with helpdesk and ticketing systems.
• Strong communication and stakeholder management skills.

Responsibilities

• Manage day-to-day end-user IT support and broadband network services.
• Ensure high availability and performance for all users across CAAS locations.
• Coordinate with users, vendors and service providers to drive improvements.

Skills

ITIL knowledge

Helpdesk software

Stakeholder management

Communication

Education

Bachelors in IT/CS

Tools

ITSM tools

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