5 day work week

Location : Changi Airport

Team Lead - Job Description

· Key Responsibilities:

· Assist the Ops Manager to oversee the delivery of IT services.

· Lead the team of Service Desk engineers to ensure they meet established SLAs and service quality standards.

· Provide L1 and L2 on-site / remote IT support for CLIENT employees.

· Provide dedicated support for approximately 200 VIP users.

· Be available for after-hours VIP (VP and above) support with advanced notice.

· Update the EDX team on daily manpower movement within the Service Desk team.

· Ensure adherence to established processes and best practices within the IT Service Desk playbook.

· Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex issues.

· Foster a positive team environment that promotes customer service and continuous improvement.

· Monitor and manage all ESM tickets and appointment system to ensure SLAs are met.

· Ensure balanced workload among the team.

· Escalate company-wide incidents or user dissatisfaction to the EDX team promptly.

· Share knowledge on desktop issues using the IT playbook for future reference and self-help.

· Track and analyze frequent complaints to identify areas for improvement.

· Work with the Ops Manager to suggest updates to the IT Service Desk playbook.

· Assist in implementing service improvement plans approved by the EDX team.

· Stay up to date with industry trends and integrate best practices into service delivery.

· Adhere to ITIL processes and frameworks for IT service management.

5 day work week : Monday to Friday

Location : Changi Airport

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

· Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team.

· Leads the team to perform service recovery in the event of issues.

· Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.

· Mentor, provide guidance and support to the Service Desk team.

· Lead and develop the service desk team, including hiring, training, and performance evaluations.

· Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery.

· Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.

· Identify and implement improvements along with updating of documentation for service desk processes and procedures.

· Foster a customer-centric culture within the team, emphasising excellent customer service.

· Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.

· Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.

· Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.

· Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.

· Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

· Degree in Computer Science, Information Technology, or a related field.

· ITIL 4 Foundation Certification

· ITIL 4 Intermediate / Expert preferred

· Project Management Professional (PMP) or similar will be an added advantage.

· Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage

· Proficiency in using ESM tools such as ServiceNow.

· Prior experience in a service delivery or IT management role within a corporate environment.

· Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

· Excellent leadership, team and stakeholder management skills.

· Strong communication and interpersonal skills.

· Strategic thinking and problem-solving abilities.

· Strong time management and multitasking skills.

· High level of customer service orientation.

5 day work week : Monday to Friday

Location : Changi Airport

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

· Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team.

· Leads the team to perform service recovery in the event of issues.

· Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.

· Mentor, provide guidance and support to the Service Desk team.

· Lead and develop the service desk team, including hiring, training, and performance evaluations.

· Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery.

· Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.

· Identify and implement improvements along with updating of documentation for service desk processes and procedures.

· Foster a customer-centric culture within the team, emphasising excellent customer service.

· Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.

· Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.

· Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.

· Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.

· Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

· Diploma in Computer Science, Information Technology, or a related field.

· ITIL 4 Foundation Certification

· ITIL 4 Intermediate / Expert preferred

· Project Management Professional (PMP) or similar will be an added advantage.

· Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage

· Proficiency in using ESM tools such as ServiceNow.

· Prior experience in a service delivery or IT management role within a corporate environment.

· Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

· Excellent leadership, team and stakeholder management skills.

· Strong communication and interpersonal skills.

· Strategic thinking and problem-solving abilities.

· Strong time management and multitasking skills.

· High level of customer service orientation.

5 day work week : Monday to Friday

Location : Changi Airport

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

· Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team.

· Leads the team to perform service recovery in the event of issues.

· Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.

· Mentor, provide guidance and support to the Service Desk team.

· Lead and develop the service desk team, including hiring, training, and performance evaluations.

· Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery.

· Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.

· Identify and implement improvements along with updating of documentation for service desk processes and procedures.

· Foster a customer-centric culture within the team, emphasising excellent customer service.

· Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.

· Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.

· Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.

· Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.

· Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

· Degree in Computer Science, Information Technology, or a related field.

· ITIL 4 Foundation Certification

· ITIL 4 Intermediate / Expert preferred

· Project Management Professional (PMP) or similar will be an added advantage.

· Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage

· Proficiency in using ESM tools such as ServiceNow.

· Prior experience in a service delivery or IT management role within a corporate environment.

· Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

· Excellent leadership, team and stakeholder management skills.

· Strong communication and interpersonal skills.

· Strategic thinking and problem-solving abilities.

· Strong time management and multitasking skills.

· High level of customer service orientation.

5 day work week : Monday to Friday
Location : CBD ( Central Business District ) Area

**Summary of Skill Sets and Job Scope**

Experienced IT professional with strong expertise in **Microsoft 365 (M365), Microsoft Intune, Active Directory, network support, and end-user desktop services**.

Proficient in managing and configuring **Microsoft Intune** for device enrollment, policy implementation, compliance management, and application deployment. Provides administration and support for core **M365 services**, including Exchange Online, Teams, OneDrive, and SharePoint Online, with hands-on troubleshooting and escalation management for complex issues.

Skilled in **Active Directory administration**, including user and group management, permissions control, Group Policy implementation, and monitoring event logs for security and performance optimization.

Experienced in **network and infrastructure support**, troubleshooting connectivity issues impacting end-user devices, and assisting in maintaining network environments.

Strong background in **desktop support**, delivering both remote and onsite technical assistance for hardware and software issues, performing installations and configurations, conducting preventive maintenance, and managing IT assets lifecycle.

RESIDENT TECHNICAL OFFICER

Job Description & Requirements

## **Resident Engineer (2 Positions) – Jira ITSM / CMDB**

**Salary:** SGD $6k to SGD $9k per month (inclusive of equipment bundle)

We are seeking two experienced Resident Engineers (REs) with strong expertise in Jira ITSM and CMDB to support implementation, automation, and ongoing platform enhancements.

### **Key Responsibilities**

* Design, configure, and implement **Jira ITSM forms, workflows, and automation**

* Develop and maintain **custom workflows, business rules, and Groovy scripts**

* Implement and support **ITIL-aligned processes** (Incident, Problem, Change, Request, and CMDB)

* Configure and manage **Jira Insight CMDB**, including schema design and updates

* Build and maintain **REST API integrations**, particularly with Ansible (AAP), to enable end-to-end automation

* Develop and maintain **Ansible playbooks** for infrastructure automation

* Collaborate with stakeholders to translate business requirements into effective technical solutions

* Support **platform upgrades, patching, and performance optimization**

### **Requirements / Qualifications**

* Diploma or Degree in Computer Science, IT, or related discipline (or equivalent experience)

* **3–5 years of hands-on experience** in Jira development and configuration

* Strong expertise in:

* Jira workflows and automation (including Groovy scripting)

* CMDB configuration (preferably Jira Insight)

* Proficiency in scripting/programming languages such as **Groovy and Python**

* Experience in **REST API integration**, particularly with automation tools (e.g., Ansible AAP)

* Solid understanding of **ITIL processes** (Incident, Problem, Change, Request Management)

* Familiarity with **Windows Server** and **Red Hat Enterprise Linux (RHEL)** administration

* Good understanding of **Agile methodologies** (preferred but not mandatory)

* Strong analytical, problem-solving, and communication skills

### **Preferred Certifications**

* **ITIL v4 Certification**

* **Jira Administration Certification**

### **Additional Information**

* Experience in cross-functional team environments is advantageous

* Familiarity with **AWS Cloud** is a plus but not mandatory