Manager, Technology Support and Procurement, IITS

• This position is for Office of Integrated Information Technology Services (IITS).
• Build and implement software installation, configuration, and maintenance for Windows, Mac, and mobile devices, including roll-outs, upgrades, patches, and service packs.
• Manage Microsoft Windows and Mac endpoints, build, and deploy using Microsoft Intune (Windows Autopilot) and JAMF for all end-users.
• Coordinate with the IT Help Centre to manage desktop application updates and roll-outs using Microsoft Intune/JAMF for different business departments.
• Deliver endpoint technical solutions as per specified plans, deliverables, costs, and timelines.
• Monitor and manage all endpoint vulnerabilities for client OS, applications, and hardware by applying critical security and application updates in a timely manner.
• Monitor and assess business needs against endpoint security concerns, collaborating with the security team to manage overall endpoint security.
• Respond to, investigate, and escalate alerted events and incidents from various security technologies.
• Identify and implement process improvements to increase productivity and drive consistency in end-user support.
• Create, review, maintain, and share knowledge through documentation and demonstrations of technologies, tools, and methodologies used to support users.
• Identify trends in specific support areas and work with stakeholders to address them.
• Provide level-2 support to sustain existing systems and investigate root causes for escalated issues.
• Provide IT support for the senior executive team.
• Collaborate with external vendors and suppliers to investigate new technologies and develop cost-optimized solutions.
• Establish vendor relations and perform purchasing comparisons for solutions and services.
• Maintain accurate records of licensing, inventory, and maintenance contracts.
• Participate in evaluating, testing, and recommending operating system patch management and provide technical support for production and development environments.
• Ensure high availability, performance, and overall user experience as per business expectations.
• Other duties as assigned.

Qualifications

• Degree in Information Technology, Computer Science, or Engineering.
• 5 to 8 years of experience in a fast-paced environment.
• Cybersecurity certifications are highly preferred.
• Self-motivated work ethic with a can-do attitude and customer-service orientation.
• Ability to work independently and collaborate in a cross-functional environment.
• Ability to multitask and prioritise workload while ensuring quality of service.
• In-depth knowledge of Microsoft Windows OS and Microsoft Office environments, including administration, troubleshooting, upgrading, patching, and fixing.
• Hardware knowledge of laptops, desktops, thin clients, printers, iMac, and MacBook; and management in an enterprise environment.
• Knowledge of Active Directory, domain environments, DNS, networking, routing, VPN, firewall, and system security.
• Experience with endpoint security solutions in the market such as Endpoint Data Loss Prevention, Endpoint Privilege Management.
• Competency with scripting languages such as PowerShell and Python.
• Keen interest in learning and working with cybersecurity technologies.
• Experience in evaluating, testing, and deploying new solutions from proof of concept to production.
• Expertise with SCCM/Intune/JAMF orchestration, software delivery concepts, and modern management.
• Strong troubleshooting skills.
• Experience automating workflows and providing self-service capabilities.
• Experience in designing technical solutions to meet complex business requirements.
• Ability to author technical and operational management documentation, including design and support tools, operational runbooks, internal knowledge base articles, etc.
• Experience with Microsoft Purview (such as Information Protection, Records Management, Data Loss Prevention), Microsoft Defender (such as Defender for Endpoints, Defender for Cloud Apps, Vulnerability Management, Incidents/Alerts), and Microsoft Conditional Access.

Other Information

Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.