Overview
NCS
is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more.
We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people.
Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
What will you do?
People Management
Manage and supervise IT Service Desk and EUC staff in the completion of projects and related support activities.
Ensure development and training of staff on service management best practices and personal growth.
Monitor performance metrics and work assignments to ensure adherence to quality, timelines, and end-user satisfaction, while promoting continual improvement.
Service Desk and EUC
Oversee and ensure effective
IT Service Desk Management (ITSM)
using ITIL best practices.
Lead and manage
Incident, Problem, Change Management , and ensure continual reduction of reoccurring issues.
Provide and review weekly problem analytics: type, subtype, volume, aging, root cause, trending.
Develop and maintain standardized processes for IT Service Desk and EUC operations.
Manage
Client Device Management
lifecycle including refresh, reliability, and standardization strategies.
Lead
IT Concierge Management
to enhance employee-facing support services and personalized IT assistance.
Establish and implement
Patch Management
schedules and compliance reporting to ensure systems remain secure and up to date.
Develop and maintain a robust
EUC Asset Management Program
and maintain an accurate CMDB to prevent service loss.
Ensure
Software Asset Management
and compliance to licensing terms.
Lead
ITSM Management
including SLAs, CSAT tracking, reporting, and service level improvements.
Build governance frameworks, post-mortems, delivery playbooks, and compliance to industry standards.
Drive
Customer Success Management
programs to enhance end-user satisfaction and retention.
Oversee
Service Desk Management
practices ensuring operational excellence and swift resolution of user issues.
Manage
Deskside Support Management
teams for prompt onsite technical support resolution.
Technical Leadership
Plan and manage internal resources, project delivery schedules, and vendor engagements.
Troubleshoot emergency Service Desk and EUC issues with cross-functional teams and update runbooks.
Ensure robust ticketing system workflows, communication standards, and knowledge base articles.
Actively collect user feedback and incorporate improvements to enhance
Customer Management
experience.
Drive
Business Analysis Management
to identify service trends and improvement areas with data insights.
Collaborate with infrastructure, applications, cybersecurity, and vendor teams for holistic service delivery.
Onboard new technical knowledge into the team and ensure structured handovers with partners and vendors.
The Ideal Candidate Should Possess:
Qualifications & Experience
Degree or higher in relevant field.
7–10 years of IT experience, with strong grounding in service delivery and support.
Demonstrated experience managing large, cross-functional IT teams.
Deep knowledge of ITIL-based service delivery and performance optimization.
Background in customer engagement, problem management, and operational governance.
Skills & Certifications
Mandatory:
ITIL Service Management Certification.
Preferred:
PMP, CITPM.
Strong in ITSM/ITIL disciplines: Change, Incident, Problem, Release Management, and CMDB.
Excellent leadership, mentoring, and team development capabilities.
Proficient in
Client Device ,
Deskside ,
Asset ,
Patch , and
IT Concierge Management .
Excellent stakeholder communication, service orientation, and analytical skills.
We are driven by our AEIOU beliefs - Adventure, Excellence, Integrity, Ownership, and Unity - and we seek individuals who embody these values in both their professional and personal lives.
We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen .
Learn more about us at ncs.co and visit our LinkedIn career site.
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