Manager, End-user Services

2 weeks ago

Singapore ITCAN Pte Ltd Full time

Lead and manage the performance of various services provided by the outsourced vendor (ITCare Centre, Top Executive Support, Account Provisioning, Central PC). Ensure the vendor delivers the service that meets the Service Level Agreement (SLAs) stipulated in contract.
- Ensure all IT Support work is performed according to Service Management Process, complies to Information Security and Company policy
- Analyse the activities performed in each area to identify any gaps, review and define the corrective action plan to prevent future recurrence
- Continuous work on process simplification, digitization or automation to enhance end-user experience, increase work productivity and efficiency within outsourced vendor
- Lead and manage all service requests, incidents and problem reported to ensure it is coordinated and responded promptly especially urgent issue. Trigger an escalation and work across other team/domain if required
- Develop and implement processes, workflows or escalation paths with relevant L2/L3 support teams to improve the handling of end-user IT issue reported
- Provide timely operational dashboard reports for ITCare Centre, Top Executive Support, Account Provisioning and Central PC
- Tracking of PC Asset inventory movement and sufficient computing device in-stock to cater for new hire, replacement for break-fix or aged machine, loaner for project or under BCP situation (Covid) and PC Accessories (Monitors, Docking station, Power Adapters, Mouse, Keyboards, Cables, etc)
- Manage and negotiate with PC hardware vendors to ensure timely delivery of computing device ordered, reasonable performance of the computing device purchased for work productivity
- Forecast and plan AOP budget for Opex and Capex (ITCare Centre, Top Executive Support, Account Provisioning and Central PC)

**Job Types**: Full-time, Permanent, Contract

**Salary**: $8,000.00 - $11,000.00 per month

Schedule:

- Day shift
- Flexible hours
- Monday to Friday

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