Institute of Technical Education

Manager - IT Systems & Operations [ITE Headquarters]

Fixed Terms

Closing on 06 Apr 2026

What the role is

As the IT Manager for IT helpdesk & Operations, you will lead the frontline team responsible for providing technical support ITE business operations.

You will be responsible for setting the standard for technical excellence, customer empathy, and operational efficiency across the organization.

What you will be working on

Deep knowledge of ITIL with ability to apply it practically in a fast-paced environment.
Coordinate with different stakeholders for major IT initiatives rollout
Main IT coordinator to provide IT support for high key events like the student intake exercises, online examinations etc.
Manage and evaluate the IT Helpdesk team’s performance to ensure high level of customer satisfaction and meeting the service level agreement
Conduct and review the annual IT Helpdesk Customer Satisfaction Survey results, propose and imple ment service improvement plan
Deep understanding of how M365 tools integrate to drive business value.
Set an example especially during a major incident. Act as the single point of escalation contact, supporting teams to resolve issues quickly. Conduct post-mortems to identify root causes for preventing future recurrence.
Data-Driven and using helpdesk metrics (First Contact Resolution, Average Handle Time, etc.) to advocate necessary infrastructure and process improvements.
Ensure proper documentation and updates of all processes as part of the IT Helpdesk operations. Coordinate the review and update of FAQs/SOPs.

What we are looking for

Minimum 7 years in IT support, with at least 2 years in a supervisory or management capacity.
Proficiency in Microsoft 365 (M365) administration, including Entra ID (formerly Azure AD) and Intune/Endpoint Manager.
Significant experience with enterprise-grade ticketing systems (e.g., ServiceNow, Jira Service Management, or Zendesk).
Excellent verbal and written communication skills, with the ability to explain complex technical issues to non-technical stakeholders.

About your application process

This job is closing on 06 Apr 2026.

If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within Institute of Technical Education or the wider Public Service.

About Institute of Technical Education

The Institute of Technical Education is a globally-recognised world-class institution for excellence in technical education. Here, you make an extraordinary difference because ours is a unique Hands-on, Minds-on, Hearts-on College Education. Our awards include the prestigious Singapore Quality Award with Special Commendation and the inaugural Harvard-IBM Innovations Award in Transforming Government, affirmations of transformational leadership and passionate staff who bring us closer to becoming a Global Leader for Innovations in Technical Education.

Learn more about Institute of Technical Education