Technology Solutions 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).
• Assist the Head of Technology Help Centre in overseeing the daily operations of the Help Centre. Ensure logged cases are followed through and resolved within the timeframe stipulated in the Service lLvel Agreement and in accordance with ITIL IT Service Management framework.
• Oversee the monitoring and allocation of dedicated support resources for the university’s senior management and provide direct support to ensure their operational requirements are met.
• Manage the implementation of the ITSM tool transformation project, exploring opportunities to leverage AI features to enhance operational efficiency and improve the overall user experience.
• Assist in promoting and educating the SMU community to be proficient and empowered through learning via periodic electronic direct mail (eDM)/webinar/hands-on training).
• Assist in formulating, implementing and enforcing service standards and new support plans to ensure operational efficiency and effectiveness of the Technology Help Centre Service Desk.
• Assist in evaluating, selecting and recommending new customer service-related emerging technologies for improving Help Centre service to users.
• Undertake project management including managing vendors to ensure timely delivery of projects.
• Provide technical support to the Technology Help Centre front line support staff.
• Assist in the development and preparation of user documentation, client support procedure and workflow, and service level agreement.
• Ensure that periodic service statistics, status and operation management reports are generated and analyzed in a timely manner to identify trends in issues reported and devise preventive solutions.
• Advance user satisfaction by providing high levels of service. Establish and maintain strong engagement with the user community.
• Assist Head of Help Centre to plan, prioritize, evaluation, selection solutions and new customer service-related emerging technologies for improving the Help Centre service to users. Champion the use of new technologies and manage retirement of outdated ones.
• Supervise, drive and implement quality and operational performance metrics. Monitor, analyse and report these metrics in accordance to ITIL v.4 service framework to create a proactive and highly efficient service operation.
• Improve workplace productivity via M365 tools by automating mundane activities to free up staff time to focus on creative solutions, complex problem-solving, and impactful work.
• Serve as the backup of the Microsoft Teams administrator for the entire university, overseeing daily operations, and developing and implementing usage and governance standards to ensure a fair, secure, and consistent framework.
• Other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in IT or a related field, with a minimum of 7 years of relevant experience, particularly in end-user computing support and project management involving multiple stakeholders.
• Possess current knowledge of information technology concepts including hardware platforms, operating systems, technical services, security, etc.
• Strong organizational skill, ability to prioritize and multi-task in a fast-paced environment.
• Strong problem solving and analytical skill.
• Strong project management skills with a proven ability to independently oversee and execute complex projects.
• Experience in supporting of computers running Microsoft Windows, Apple Mac OS as well as mobiles devices (iOS and Android).
• Experience in delivering one-on-one and group training sessions (onsite and online) to equip end users with the knowledge and skills to effectively use systems and tools.
• Experience in managing ISO 20000 certification processes, including audits, compliance assessments, policy development, certification renewals, and collaboration with auditors and stakeholders to ensure compliance and continuous improvement.
• Experience in managing Microsoft Teams, including administration, policy development for usability and security, establishing governance frameworks, optimizing productivity, and conducting training to ensure effective adoption and integration with the Microsoft 365 ecosystem.
• Hands-on experience with ITSM solutions, including Incident, Problem, Change and Knowledge Management, to enhance service delivery and operational efficiency. Responsibilities include configuring and customizing ServiceNow, troubleshooting issues, collaborating with stakeholders to gather requirements, and implementing best practices to improve IT workflows. Strong analytical, problem-solving, and communication skills are essential, along with a solid understanding of ITIL principles. Prior experiences with Predictive Intelligence and Generative AI modules will be an advantage.
• Good technical knowledge of endpoint software (e.g. Microsoft 365, Microsoft Power Automate, Email, Anti-virus, Adobe suite, web browser, etc.) and other IT infrastructure related areas (TCP/IP, LAN, Azure Active Directory, Domain).
• Experience in writing utility script such as batch/shell scripting or interpreted high level language scripting (e.g. Powershell) an added advantage.
• Good project and vendor management skill.
• Excellent interpersonal and communication skills (written and oral).
• Warm and cheerful personality with demonstrated excellence in customer service.
• Team player, results oriented and highly independent.