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Responsibilities

  • Managing multiple workplace projects ranging from 3000 to 9000 end user environment
  • Provide solution and improve operation process for workplace managed service project
  • Possess the workplace operation know-how to operate onsite, service desk and understand the deliverables
  • Responsible for SLA and service management
  • Manage and coordinate urgent and complicated support issues. 
  • Act as the escalation point for all requests and incidents
  • Determine the root cause and ensure proper communication to customers and incident report
  • Drive ticket deep dive on issues and develop strategies for improvement
  • Well versed in Asset management framework with experience in managing large volume of endpoint devices
  • Manage weekly and monthly meetings with the team
  • Conduct monthly reporting to customer and stakeholders
  • Continuous service improvement with 5% YoY on cost optimization

Requirements

  • Bachelor’s degree in information technology, Computer Science, or a related field. 
  • Minimum of 10 years of experience in IT operations, with at least 5 years in a managerial role, including driving Digital Employee Experience (DEX) initiatives. Critical thinking management 
  • Proficiency in managing end-user computing environments, including hardware, software, and network systems. 
  • Strong leadership and team management skills, with the ability to motivate and guide a team. 
  • Excellent problem-solving skills and the ability to troubleshoot complex IT issues. 
  • Strong communication skills, with the ability to explain technical concepts to non-technical users. 
  • Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Microsoft 365 and Power BI are a plus.
  • Experience with asset management frameworks and practices, including lifecycle management, inventory accuracy, and optimisation using data-driven and AI-assisted insights.
  • Knowledge of automation tools and techniques, including AI-enabled automation, intelligent workflows, and the use of AI-assisted analytics to improve operational efficiency and service outcomes.
  • Experience in applying AI-assisted analytics to identify incident patterns, predict service demand, and support proactive IT operations.
  • Familiarity with AI-enabled self-service and virtual support capabilities, such as chatbots or intelligent knowledge systems, to improve end-user experience and reduce support workload.


Shortlisted candidates will be offered a 1 Year agency contract employment.