IT Operations & Support Manager, IITS

COMPANY DESCRIPTION

Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together building a strong collegiality and morale within the university.

Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.

RESPONSIBILITIES

• This position is for Office of Integrated Information Technology Services (IITS).
• Provide direction, manage and oversee the IT operations & support team, ensuring effective user support, high level of service delivery and continuous professional development.
• Monitor system performance, troubleshoot issues, and ensure timely resolution of support tickets.
• Manage vendor performance and service level agreements.
• Administer and configure EdTech solutions, and run regular maintenance for optimal capacity management practices.
• Develop test plan and oversee testing activities before implementation of new changes/solutions.
• Collaborate with cross-functional teams to ensure successful project delivery.
• Design and enforce operation guidelines and best practices, to meet compliance, security and regulatory requirements.
• Prepare and manage the IT operations budget and ensure cost-effective and efficient use of IT assets and services.
• Lead the planning, study and experiment of new EdTech solutions and change management efforts to ensure smooth transitions during solution implementations.
• Stay abreast of new trends and innovations in technology and education.

• Bachelor's degree preferably in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT operations and support role.
• Proven experience in IT operations, technology tools implementation and user support management.
• In-depth knowledge of Learning Management System and commonly used EdTech Tools' administration and configurations.
• Ability to diagnose and resolve IT operation issues efficiently and effectively.
• Data analytic skills to study EdTech solutions usage pattern and understand issues related to user support tickets.
• Software testing skill to conduct quality checks before solutions implementation.
• Proficiency in planning and executing IT projects to ensure they are completed on time and within budget.
• Ability to manage and motivate a team of IT support engineers.
• Excellent verbal and written communication skills to interact with internal and external stakeholders.
• Service-Oriented mindset to ensure delivery of high-quality user support service and achieve good customer satisfaction rating.
• Ability to adapt to new technologies, fast updating of skills and knowledge, to meet the demand of a rapidly evolving EdTech landscape.
• Ability to manage multiple priorities and thrive in a fast-growing university.

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Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.