Senior IT Solutions Engineer – Help Desk & DaaS Ops

HYPERSCAL SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Singapore Management University is seeking an experienced IT Help Centre operations lead within the Office of Integrated Information Technology Services. You will assist the Head in managing daily Help Centre activities, ensure SLA adherence, and drive service improvements in line with ISO20000-1:2018.

You will oversee the Device-as-a-Service leasing program, coordinate with schools and vendors, and maintain asset inventories. Strong Microsoft 365 knowledge and vendor management are essential.

Qualifications

• Degree or Diploma holder with at least 7 years of relevant IT experience.
• Knowledge of IT concepts including hardware, OS, security, networking is required.
• Experience in IT leasing projects and vendor management is preferred.

Responsibilities

• Assist the Head of Technology Help Centre in overseeing daily operations.
• Ensure cases are followed up and resolved within the SLA.
• Manage the DaaS leasing scheme and optimize vendor performance.
• Coordinate with schools and departments to inventory devices and handle inquiries.
• Maintain records of equipment distribution and support replacements.
• Assist in ISO20000-1:2018 compliant service delivery enhancements.
• Provide training for Microsoft 365 apps and frontline staff support.
• Support procurement and maintenance of campus IT equipment.

Skills

End-user support

Vendor management

IT procurement

Microsoft 365

PowerShell

Customer service

Communication

Education

Bachelor's degree or Diploma in IT

Tools

PowerShell

Job description

Singapore Management University is seeking an experienced IT Help Centre operations lead within the Office of Integrated Information Technology Services. You will assist the Head in managing daily Help Centre activities, ensure SLA adherence, and drive service improvements in line with ISO20000-1:2018.

You will oversee the Device-as-a-Service leasing program, coordinate with schools and vendors, and maintain asset inventories. Strong Microsoft 365 knowledge and vendor management are essential.