IT END-USER COMPUTING MANAGER

MISSION

Responsible for leading the strategy, implementation, and continuous improvement of end-user computing, software deployment, and device fleet management (MDM) across the organization. The role also involves managing and supporting the IT Support team to ensure the timely and effective resolution of IT incidents and service requests. The overall objective is to deliver secure, reliable, and efficient IT services that meet organizational needs while ensuring the optimal performance, maintenance, and regular updating of end-user systems.

RESPONSIBILITIES

This role is divided into two key areas: End-User Computing Management (~70% of the time) and IT Support Leadership (~30% of the time).

1. End-User Computing Management (70%)

Device Lifecycle Management:

• Manage the full lifecycle of IT assets including procurement, inventory management, deployment, maintenance, relocation, storage, and decommissioning.
• Define device requirements, plan refresh cycles, and ensure secure configuration and accurate asset records.

Software Deployment & MDM Expertise:

• Implement and manage large-scale targeted group policies (GPO) and Mobile Device Management (MDM) solutions.
• Utilize tools such as SCCM, JAMF, Intune, Google Administration Console, and GoGuardian for investigating problems, collecting performance statistics, creating reports, and carrying out routine configuration, installation, and reconfiguration. Optimize performance and forecast resource needs.

Technical Operations, Change & Problem Management:

• Ensure the proper functioning, updating, and maintenance of end-user systems.
• Proactively identify and address technical issues, implementing remedies and preventative measures.
• Implement changes based on requests for change, applying change control procedures and ensuring stakeholder validation.
• Investigate and resolve problems in systems, processes, and services at strategic, tactical, and operational levels.

Continuous Improvement:

• Drive continual service improvement by developing process efficiency, optimizing processes, and supporting activities to gain insight into current support processes.
• Identify gaps or deficiencies and implement improvements, including documentation.

Reporting & Analytics:

• Produce relevant reports in a standard format within agreed timeframes.
• Collaborate with stakeholders to discuss reporting process changes and provide insightful commentary on data sets.

Vendor & Procurement Management:

• Manage hardware & software vendors and external service providers, particularly those providing L1-related services such as device, projector, and printer maintenance, and IT consumables provisioning.
• Coordinate procurement, quotations, budgets, equipment maintenance, and service delivery.
• Monitor vendor performance against agreed service levels.

2. IT-Support Leadership (30%)

Team Leadership:

• Lead, coach, and develop a team of IT-Support Technicians.
• Provide guidance for critical incidents and management support requests.
• Coordinate support processes with IT Applications, IT Infrastructure, and the IT Director.

Incident & Service Request Management:

• Oversee ticket assignment, prioritization, escalation, and resolution.
• Ensure timely responses and compliance with agreed Service Level Agreements (SLAs).
• Coordinate escalations to Level 2 and Level 3 support teams.

Support Processes, Documentation & User Training:

• Maintain IT Support procedures, documentation, team schedules, and escalation processes to ensure efficient operations and timely escalation to L2 and L3 teams.
• Coordinate onboarding and training for IT Support team members.
• Promote IT best practices among users, including Google Drive synchronization, docking station usage, internet access, and software applications.

Performance and Resource Management:

• Monitor ticket volumes, response times, resolution rates, and SLA compliance.
• Prepare team performance reports and identify improvement opportunities.
• Plan staffing, shift coverage, training, and recruitment as required.

SKILLS, ABILITY, AND REQUIRED QUALIFICATIONS

• Education: Bachelor’s or Master's degree in Computer Sciences or Information Technology.
• Certifications:
• ITIL certification would be an added advantage.
• PMP (Project Management Professional) or PRINCE2 training and certification would be an added advantage.
• Experience:
• 4 - 7 years of IT systems management experience, including at least three years in a similar End-User Computing leadership role.
• Experience in education, campus, or international school environments is an advantage.
• Technical Skills:
• Robust knowledge of MDM tools and implementations of large-scale targeted Group Policies (GPO).
• Familiarity or expertise with tools such as SCCM, JAMF, Intune, Google Administration Console, Azure AD, GoGuardian.
• Well-versed in a variety of Operating Systems: Windows 11, ChromeOS, iPadOS.
• Working experience and technical knowledge in supporting and troubleshooting: Microsoft Windows 10, Apple iPad, Google Chromebook, Google Workspace, Microsoft Office, Active Directory user administration, Backup solutions (Druva), PC mastering solutions and scripts, Ticketing tools (GLPI), and Basic Network troubleshooting (Wi-Fi, LAN).
• Ability to adequately match hardware to meet software requirements and to handle procurement (Device sizing, quantity sizing, budget sizing, quotations).
• Soft Skills:
• Customer & User Focus: Understand user needs, engage with stakeholders, and develop practical, cost-effective solutions. Maintain a strong customer service and user-focused approach.
• Ownership & Initiative: Take ownership of issues through to permanent resolution. Demonstrate a proactive, responsible, and can-do attitude.
• Problem-Solving: Apply analytical thinking and creative approaches to identify root causes and implement effective solutions.
• Organizational Skills: Work in an organized and methodical manner, manage priorities, and deliver projects on time and within budget, with strong attention to detail.
• Team Leadership: Demonstrate proven leadership skills, coach team members, and foster collaboration and knowledge sharing.
• Vendor Management: Manage vendor relationships and ensure timely procurement, delivery, and quality of services.
• IT Service Management: Knowledge of ITIL principles and service management practices, with ITIL certification at the required level.

WORKING CONDITIONS

• Contract Type: Permanent (Full-Time).
• Work Hours: 42 hours per week (Monday to Friday, with occasional requirement to attend out of office hours projects (management events, high-profile events, migrations).
• Remuneration: Remuneration based on experience and the IFS salary scale.
• Benefits: Health insurance coverage for employees, along with other benefits as outlined in the Employee Handbook.
• Leaves Entitlement: The employee will be entitled to leave benefits in accordance with the IFS Leave Policy and applicable Singapore employment regulations
• Language Skills: Proficiency in English and French is required to maintain IT systems and communicate with stakeholders (staff, institution, French and local vendors) in both languages.

LINE MANAGER

• Direct Supervisor: IT Director, or any other person designated by the School.
• Direct Reports: A team of four IT Support Technicians / Helpdesk Technicians.

WORK RELATIONSHIPS

• Internal Relationships: Works closely with the IT Director, IT Support, IT Apps, IT Infra and End-User Computing L2 engineering teams to coordinate IT support processes, resolve escalated incidents, implement changes, and improve service delivery. Interacts with academic teams, the Communications team, school staff, management, and other users to address IT requirements and ensure effective support services.
• External Relationships: Manages relationships with hardware and software vendors and external IT service providers to coordinate procurement, maintenance, technical support, and service delivery, ensuring compliance with agreed service levels.