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IT Manager

Job details

Location: Singapore
Job Type: Permanent
Discipline:
Reference: IT/YT.ITM/011118/CH
Posted: 20 days ago
Consultant: Yvonne Tang
Consultant Email: email Yvonne
Consultant Phone: +65 6950 0392

Job description

The primary purpose of this role is to manage the day to day support and operation of IT services in Singapore. At present there are 5 members of the team in Singapore.This includes a Service Desk team, a Technical Systems team as well as an IT Trainer.

We are looking for a problem-solver with a calm and focused attitude.  The ideal candidate will be a proactive team player but have the ability to work and focus on tasks independently of others. This role reports to the Regional IT Services Manager for Asia Pacific, and works closely with the HK-based IT Manager as part of the Asia IT Support team.

The role is based in the Singapore office. Travel to and support for all Asian offices may be required occasionally.

 

 Responsibilities:

  • Manage and Lead daily operational activities of the IT Team in Singapore Office, not limited to managing of Asset, Vendor, and Budget.

  • Manage staff development through regular meetings, training needs analysis, development plans and appraisals.

  • To identify improvement opportunities and work with the Regional IT Services Manager to implement programs that enhance the IT Support Functions, client satisfaction with IT and overall usage of the firm's technology products and services.

  • Monitor the effectiveness of the ITSM processes and make recommendations for improvement through the use of metrics and KPIs.

  • To act as the first point of escalation of issues within the office and work with the relevant teams and personnel towards resolution within reasonable time scales.

  • Identify and manage Major support Incidents and liaise with support teams, following the Major Incident process. Informing the Regional IT Services Managerof any escalating support issues in order that they may be resolved within reasonable time scales.

  • To monitor queues, calls and interactions of Service Desk staff including the ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria, and are documented appropriately.

  • Perform technical support functions via phone, remote connection and desk side visits, as required.

  • Build and manage good working relationship with partners and business stakeholders.

  • Provide guidance and leadership to the Technical Systems team and Training Team working with respective Global Team Managers.

 

Skills, knowledge, qualifications and competencies 

  • Experience in Incident, Request, Major Incident and Problem Management gained in an ITIL-based organisation. It is expected that the post-holder will have relevant ITIL qualifications.

  • Strong KPI focus - Reporting and monitoring skills. Ability to identify and analyse process-related metrics.

  • Experience of initiating and driving Service Desk improvement which resulted in measurable improvement to customer service.

  • Good technical knowledge of Windows 8 and Windows 10, Skype, Microsoft Active Directory, Exchange and SCCM.

  • Preferably with fundamental understanding of networking technologies (wired and wireless), remote working technologies, video conferencing systems, IP telephone systems.

  • Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with Compaq / HP PC hardware, Dell Laptops, HP Laser printers and Canon multifunction devices.

  • Document Management System – iManage or similar.

  • Legal industry applications – iManage, BigHand, Elite, Workshare, Template Management systems.

  • Ideally, but not essential, have experience of working in an international law firm.

  • A graduate or equivalent in a numerate subject.

 

Please send your resume in word format with your current and expected salary to yvonnet@charterhouse.com.sg

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