Responsibilities:
- Supervise Service Desk, Deskside, and End User Computing teams.
- Prepare monthly SLA reports and devise improvement plans.
- Manage and enhance the efficiency of local company networks and servers.
- Oversee device and password management activities.
- Coordinate data backup procedures and ensure system security measures like user authorization and firewalls.
- Handle installations, upgrades, and configurations of hardware and software.
- Evaluate system performance and provide recommendations for enhancements.
- Address escalated issues from technicians and engineers.
- Ensure compliance with legal and company guidelines for data handling, transfer, and processing.
- Offer support and guidance to stakeholders through the help desk.
- Control IT system costs and budgets.
- Manage contracts with vendors and software licenses, including those for development platforms, telecommunication services, and password management.
- Develop and implement IT policies and practices.
Requirements and Skills:
- Demonstrated experience as an IT Service Management Lead with at least 8 years of relevant experience.
- Bachelor’s degree/Diploma in Computer Science or related field preferred.
- Proficient in Service Desk, Deskside, Windows Server, Network, and Security.
- Strong leadership and organizational abilities.
- Capable of managing multiple projects simultaneously.
- Excellent communication skills.
- Problem-solving aptitude.
- Preferred certifications include Microsoft Certified or CCNA.
- Role is located in Jurong
