Project Manager

NLB National Library Board; Southeast; Hybrid; SGD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Manager to lead a dynamic team in enhancing IT infrastructure services. This role offers a unique opportunity to make a significant impact on community learning and discovery through innovative IT solutions. You will oversee daily operations, manage incident resolution, and drive continuous improvement initiatives in a supportive, hybrid work environment. Join a forward-thinking organization that values your growth and well-being while providing the tools to innovate and push boundaries in the realm of IT services.

Benefits

Flexible work environment

Professional development opportunities

Supportive and collaborative culture

Qualifications

• 5-8 years of experience in IT infrastructure services.
• Familiarity with ITIL framework and ITSM tools.

Responsibilities

• Oversee IT Service Desk operations and ensure timely incident resolution.
• Manage compliance to IT security standards and processes.

Skills

IT Service Desk Management

Incident Management

Problem Management

Change Management

Leadership Skills

Communication Skills

Tools

ServiceNow

JIRA

BMC Helix

Job description

What the role is

The National Library Board (NLB) nurtures Readers for Life, Learning Communities, and a Knowledgeable Nation by promoting reading, learning, and history through our network of 28 libraries across Singapore, the National Library, and the National Archives of Singapore.

At NLB, you can look forward to a flexible, hybrid work environment with rewarding, impactful deliverables that improve the lives of the community. With caring colleagues, you will be in an ideal environment for professional development, innovation, and impact.

We can offer you:

• A chance to Impact the Community, bridge gaps and empower everyone with the opportunity for learning and discovery.
• An opportunity to Innovate and Push Boundaries. We value ideas, curiosity, and a passion for innovation to transform our libraries and archives.
• An organisation that Cares for your Growth and Wellbeing through investment in staff development and wellbeing in a supportive and collaborative environment.

What you will be working on

• Oversee the day-to-day operations of the IT Service Desk and the Technical Support team, ensuring timely resolution of IT incidents and alignment with the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Responsible and accountable for incident, problem, change and service request management and ensure that customer satisfaction is maintained at the highest standard
• Oversee the deployment of end-user computing devices (EUCD) for new hires as well as technology refresh for existing users and ensure relevancy, reliability, and standardisation of desktop services and applications.
• Plan the delivery of ICT services within the allocated budget and review existing systems and processes to achieve optimal performance.
• Ensure compliance to IT-QMS through the management of service levels by reviewing monthly statistics on incidents and service requests and enhancing IT operational processes.
• Manage compliance to security and standards through the planning and management of IT security standards and processes in the IT Infrastructure areas and manage and follow up on the IT audits.
• Act as the primary point of contact for user escalations and service reviews, develop and maintain strong relationships with relevant stakeholders.
• Drive continuous process improvement initiatives to optimize service delivery and operations.

What we are looking for

• 5 to 8 years of relevant experience in IT infrastructure services, particularly in the field of IT Service Desk and/or large scale EUCD support across multiple locations
• Familiarity with the ITIL framework, particularly in Service Desk, Incident Management, Problem Management, and Change Management.
• Experience with industry ITSM (IT Service Management) tools such as ServiceNow, JIRA, BMC Helix, etc.
• Strong leadership and people management skills
• Good communication, collaboration, and engagement skills
• Preferably with experience in the Government sector

The work location will be at ESR BizPark @ Chai Chee. The successful applicant will be appointed on a project contract until 31 Dec 2026.