JOB DETAILS
Manager - IT Systems & Operations [ITE Headquarters]
CompanyPublic Service Division
LocationSingapore
Work ModeOn Site
PostedApril 7, 2026
About The Company
The Government Technology Agency of Singapore (GovTech) is the lead agency driving Singapore's Smart Nation initiative and public sector digital transformation. We harness the power of technology to make lives better for citizens, businesses, international audiences and the public service sector.
Our mission: Engineering Digital Government, Making Lives Better.
Our goal is to create a government that is "Digital to the Core, and Serves with Heart". We achieve this by using technology to create services that are easy, seamless and secure for people to use, and placing the needs of citizens and businesses at the centre of everything we do.
As a digital government, our public officers are also able to continually upskill, adapt to new challenges and work more effectively across agencies as well as with citizens and businesses in Singapore.
About the Role
[What the role is]
As the IT Manager for IT helpdesk & Operations, you will lead the frontline team responsible for providing technical support ITE business operations.You will be responsible for setting the standard for technical excellence, customer empathy, and operational efficiency across the organization.
[What you will be working on]
- Deep knowledge of ITIL with ability to apply it practically in a fast-paced environment.
- Coordinate with different stakeholders for major IT initiatives rollout
- Main IT coordinator to provide IT support for high key events like the student intake exercises, online examinations etc.
- Manage and evaluate the IT Helpdesk team’s performance to ensure high level of customer satisfaction and meeting the service level agreement
- Conduct and review the annual IT Helpdesk Customer Satisfaction Survey results, propose and imple ment service improvement plan
- Deep understanding of how M365 tools integrate to drive business value.
- Set an example especially during a major incident. Act as the single point of escalation contact, supporting teams to resolve issues quickly. Conduct post-mortems to identify root causes for preventing future recurrence.
- Data-Driven and using helpdesk metrics (First Contact Resolution, Average Handle Time, etc.) to advocate necessary infrastructure and process improvements.
- Ensure proper documentation and updates of all processes as part of the IT Helpdesk operations. Coordinate the review and update of FAQs/SOPs.
[What we are looking for]
- Minimum 7 years in IT support, with at least 2 years in a supervisory or management capacity.
- Proficiency in Microsoft 365 (M365) administration, including Entra ID (formerly Azure AD) and Intune/Endpoint Manager.
- Significant experience with enterprise-grade ticketing systems (e.g., ServiceNow, Jira Service Management, or Zendesk).
- Excellent verbal and written communication skills, with the ability to explain complex technical issues to non-technical stakeholders.
Key Skills
ITILMicrosoft 365Entra IDIntuneEndpoint ManagerServiceNowJira Service ManagementZendeskIT Helpdesk ManagementTechnical SupportIncident ManagementSOP DevelopmentStakeholder ManagementData AnalysisPerformance Management
Categories
TechnologyManagement & LeadershipCustomer Service & SupportGovernment & Public SectorAdministrative
Job Information
📋Core Responsibilities
You will lead the IT helpdesk and operations team to ensure technical excellence and operational efficiency across the organization. This includes managing major IT initiatives, overseeing incident resolution, and utilizing helpdesk metrics to drive process improvements.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
4222
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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