Manager (End-User Services)

Land Transport Authority; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

CAAS is seeking an experienced IT support professional to ensure reliable end-user assistance and robust broadband connectivity across all office locations. You will collaborate with business users, vendors and internal teams to deliver high-quality IT services and continuous improvements.

The role requires 5+ years in IT support, ITIL knowledge, and strong communication. Experience in a large enterprise or public sector environment is advantageous.

Qualifications

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

Responsibilities

• Manage end-user IT support operations to ensure timely incident and service request resolution in line with SLAs and act as escalation point for complex or high-priority issues.
• Plan and coordinate refresh of end-user IT devices and peripherals, as well as Whole-of-Government 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 with service providers and internal stakeholders.
• Manage vendor relationships and contracts related to end-user support and broadband network services, including coordinating with service providers to resolve connectivity issues.

Skills

ITIL knowledge

Helpdesk & ticketing

Stakeholder management

Communication skills

Public sector experience

Education

Information Technology / Computer Science or equivalent

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