Assistant Manager, Onsite

The Assistant Manager On-site NSS IT is responsible for:
**Service Delivery**
- Mobilize the team and participate in the evaluation of deploying future technology affecting the Onsite team for NTU, in conjunction with CITS. Activities include:

- Performing testing of technology deployment on end user devices.
- Managing the change affecting faculty and students by advising and guiding the use of technology and give support for achieving good user experience.
- Plan and organize resources to meet project delivery milestone.
- Manage the day-to-day operations of the NSS IT On-site Support Team, while driving the productivity and efficiency of the business operations. Activities include:

- Supervise the daily operations of his/her On-site Support Team.
- Efficiently allocate the team of On-site Support Executives in response to service requests and incident support, prioritizing workload and monitoring team resources so that incident resolution service levels are met.
- Ensure proactive maintenance are carried out to achieve high availability of IT / AV systems in common lecture theatres and tutorial rooms.
- Work closely with NSS IT Service Desk, CITS and School IT Teams to ensure smooth, end-to-end delivery of support services to Users.
- Manage and coordinate urgent and complicated support issues with CITS/School teams.
- Provide expert advice for desktop and audio-visual related issues, acting as technical Subject Matter Expert (SME).
- Provide onsite technical support as assigned by Onsite Manager / Divisional Head in response to ad-hoc manpower requests from Local Units.
- Manage outsource contractor/provider of IT / AV support, maintenance and event services. Activities include:

- Ensuring timely reporting by contractor on services performed.
- Regular periodic review of services rendered.
- Ensuring service performance meets and/or exceed agreed targets.
- Communicate service availability such as down times for maintenance and planned service interruptions.
- Monitor service consumption/utilization against contracted workload; arrange to scale services to meet medium/long term increase in workload and service utilization.
- Ensuring service continuity commitments are met (including time within which normal service levels must be restored).
- Compliance with safety and technical standards of work.
- Ensure that service levels are achieved in line with SLA requirements and that user expectations are met or exceeded. Activities include:

- Preparing duty roster and forecasting to meet incoming workload and achieve optimal resource allocation to meet SLA obligations.
- Monitor the tracking of open incidents to ensure all service requests/ incidents are closely followed up upon and accountability to User is complied with.
- Coordinate the processing and tracking of other administrative activities. Activities include:

- Assist in communicating IT policies and practices to Local Units, to ensure users are updated with the latest developments in service offerings.
- Enforce the up keeping of Knowledge Base to ensure solutions to incidents are updated.
- Work with NSS IT Service Desk to analyze historical incident and customer satisfaction survey data, using various statistical and reporting methodologies, to identify trends and patterns and brainstorm initiatives to improve NSS service offerings.
- Conduct related duties consistent with the scope and intent of the position.

**People Management**
- Develop the competencies of the NSS IT On-site team, to enhance overall performance of the team. Activities include:

- Train, coach and mentor the NSS IT On-site Executives.
- Set and communicate performance targets for staff.
- Identifying competency gaps, training needs and review the training requirements of NSS IT On-Site staff.
- Carry out performance appraisal for staff.
- Be a role model by example that led with empathy, humility, integrity, respect, trust and honesty in dealing with others.

**Operational Excellence**
- Participate in management meetings and team meetings as required.
- Play an active role in driving customer service, with an emphasis on service and process improvements. Activities include:

- Continuous improvement to drive support at NSS Tech Lounge.
- Redesign support procedures at NSS Tech Lounge that raises efficiency and effectiveness of service delivery; enhance the value of services offered.
- Monitor service levels according to agreed KPIs and SLAs to ensure quality and accurate delivery of services.
- Leverage on ServiceNow analytic reports to identify areas of improvement and/or frequently requested support/issue to drive productivity and efficiency improvements leading to creation of knowledge articles, new service catalogs and extension of NSS Tech lounge services.
- Monitor and report the quality of readiness checks and preventive maintenance carried out by staff and vendor.
- Support and drive customer centric behaviors among staff.

**Relationship management/Customer rel