Manager, End User Services

The Lee Kong Chian School of Medicine (LKCMedicine) trains doctors who put patients at the centre of their exemplary care. The School, which offers both undergraduate and graduate programmes, is named after local philanthropist Tan Sri Dato Lee Kong Chian. Established in 2010 by Nanyang Technological University, Singapore, in partnership with Imperial College London, LKCMedicine aims to be a model for innovative medical education and a centre for transformative research. The School’s primary clinical partner is the National Healthcare Group, a leader in public healthcare recognised for the quality of its medical expertise, facilities and teaching. The School is transitioning to an NTU medical school ahead of the 2028 successful conclusion of the NTU-Imperial partnership to set up a Joint Medical School. In August 2024, we welcomed our first intake of the NTU MBBS programme, that has been recently enhanced to include themes like precision medicine and Artificial Intelligence (AI) in healthcare, with an expanded scope in the medical humanities. Graduates from the five-year undergraduate medical degree programme will have a strong understanding of the scientific basis of medicine, with an emphasis on technology, data science and the humanities.

The Manager, End User Services will work closely with the Head of IT to manage and support the organization's IT/ AV operations. He/she will be responsible for leading and managing IT and AV operations and ensuring that the IT and AV services are delivered effectively and efficiently. He/she will also work closely with other departments, leading the helpdesk team to provide excellent customers’ service experience when using IT and AV services.

Responsibilities:
- Oversee the daily operations of IT and AV support services, ensuring the smooth and uninterrupted delivery of services to all stakeholders.- Lead a team of engineers, providing direction, mentoring, and performance management to maintain high service standards.- Implement proactive incident and problem management strategies, monitoring resolution timelines to consistently meet or surpass agreed service level agreements.- Plan and manage regular preventive maintenance and system health checks, optimising system uptime and prolonging the operational lifespan of assets.- Monitor and manage IT and AV inventory and asset lifecycle, ensuring accurate tracking and accountability.- Oversee and evaluate third-party vendor performance, including tracking KPI, resolving escalated issues promptly, and delivering structured feedback for service improvement.- Contribute to the formulation and management of IT and AV budgets, including forecasting operational requirements, monitoring expenditures, and identifying cost-efficiency opportunities.- Maintain accurate and up-to-date documentation for end user service processes documentations, ensuring consistency- Oversee and manage full tender process, including drafting technical specifications, evaluating proposals and overseeing contract awards in compliance with procurement policies.- Plan and oversee the upgrading of AV equipment in studios, meeting spaces and conference rooms to support evolving operational needs.

Requirements:
- Bachelor’s degree in computer science, Computer Engineering, Business IT, or related discipline, with minimum 6 years of experience in IT operations holding a similar role.- Strong technical knowledge and expertise in one or more areas of IT, such as infrastructure management, security, networking, or/and AV.- Proven technical expertise in managing complex IT and AV environments and troubleshooting.- Analytical mindset with the ability to assess problems and implement effective solutions.- Demonstrated leadership skills with experience managing and developing technical teams.- Excellent problem-solving and decision-making capabilities in a high-paced environment.- Effective communication and stakeholder management skills, with a user-focused approach.- Service-oriented with a commitment to continuous learning and operational excellence.- Ability to manage multiple projects and priorities while ensuring service continuity

Hiring Institution: LKC