Nanyang Technological University

Senior Assistant Manager, IT Onsite

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Job Description

Job Description:

The incumbent is responsible for over-seeing the overall operations of the NTU Shared Services (NSS) IT On-site Support Team, ensuring that processes are run effectively and in line with customer expectations and signed Service Level Agreements (SLAs). This includes handling escalation cases and deploying IT manpower whilst focusing on delivering exceptional service to Users, building a high performing team to achieve the defined goals, reviewing support processes to transform support roles that creates positive impact to service delivery, raise efficiency and preparing periodic reports to communicate effectively with stakeholders and relevant external parties.

  • Assist in the design of future technology for NTU, in conjunction with Centre for IT Services (CITS) and ensure alignment to industry standards including assessing changing IT and AV needs, recommending improvements and working with relevant stakeholders on the development and implementation of teaching facilities that support accepted pedagogy and are standardized and supportable for the mainstream.
  • Manage the day-to-day operations of the NSS IT On-site Support Team.
  • Work closely with NSS IT Service Desk, CITS and School IT Teams to ensure smooth, end-to-end delivery of support services to Users and in line with SLA requirement
  • Ensure proactive maintenance are carried out to achieve high availability of audio visual systems in common lecture theatres and tutorial rooms
  • Provide expert advice for desktop- and AV-related issues, acting as technical Subject Matter Expert (SME)
  • Insource/Outsource work to vendors to fulfill service delivery and service level obligations
  • Assist in communicating IT policies and practices to Local Units, to ensure Users are updated with the latest developments in service offerings
  • Enforce the upkeeping of Knowledge Base to ensure solutions to incidents are updated on a regular basis
  • Work with NSS IT Service Desk to analyse 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
  • Develop the competencies of the NSS IT On-site team, to enhance overall performance of the team including providing coaching and mentoring, communicating and managing performance appraisals as well as assessing training needs.
  • Monitor, review and champion process improvements including redesigning /re-engineering support processes and leveraging on technology to raise efficiency and effectiveness of service delivery / enhance the value of services offered.
  • Monitor and report the quality of readiness checks and preventive maintenance carried out by staff and vendor
  • Support and drive customer centric behaviours amongst staff
  • Perform post-resolution follow-ups to ensure customer satisfaction is guaranteed


  • Diploma or Bachelor’s Degree in Computer Science from recognized university or equivalent qualification
  • Experience in related field and project support/operations experience in IT
  • Excellent working knowledge on desktop operating systems, including Windows, Linux and Macintosh OS
  • Excellent working knowledge on audio/ video equipment
  • Hands-on experience with key technologies and systems used within an IT on-site support
  • Experience with contract management and managing third party vendors
  • Operation analytics, leveraging technology in delivering business process improvement experience
  • Financial management experience in preparing solid business justifications, correctly sizing up required budget, pre-procurement planning and achieve full budget utilization.
  • Supervisory experience in IHL or shared services operations environment or equivalent
  • Experience in managing mid-to large scale IT projects
  • ITIL v3/4 certified OR 2-5 years working experience in an ITIL-compliant environment
  • Strong interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization
  • Possess excellent customer service mind-set
  • Good spoken and written English is a must


Job Summary

Entry level Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree
Nanyang Technological University


About Nanyang Technological University, Singapore A research-intensive public university, Nanyang Technological University, Singapore (NTU Singapore) has 33,000 undergraduate and postgraduate students in the Engineering, Business, Science, Humanities, Arts, & Social Sciences, and Graduate colleges. It also has a medical school, the Lee Kong Chian School of Medicine, established jointly with Imperial College London. NTU is also home to world-class autonomous institutes – the National Institute of Education, S Rajaratnam School of International Studies, Earth Observatory of Singapore, and Singapore Centre for Environmental Life Sciences Engineering – and various leading research centres such as the Nanyang Environment & Water Research Institute (NEWRI) and Energy Research Institute @ NTU ([email protected]). Ranked amongst the world’s top universities by QS, NTU has also been named the world’s top young university for the past seven years. The University’s main campus is frequently listed among the Top 15 most beautiful university campuses in the world and has 57 Green Mark-certified (equivalent to LEED-certified) buildings, of which 95% are certified Green Mark Platinum. Apart from its main campus, NTU also has a campus in Novena, Singapore’s healthcare district. Under the NTU Smart Campus vision, the University harnesses the power of digital technology and tech-enabled solutions to support better learning and living experiences, the discovery of new knowledge, and the sustainability of resources. For more information, visit

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