{"id":3131222,"url":"https://alion.io/job/ntucfirstcampus-assistant-manager-end-user-support","title":"Assistant Manager, End User Support","company":{"id":448788,"name":"Ntucfirstcampus","domain":"ntucfirstcampus.com","url":"https://alion.io/company/ntucfirstcampus","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":6000,"max":8000,"currency":"SGD","period":"month","gross":true,"usd_annual":75144},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-23T00:00:00Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"This role is responsible for managing the delivery of high quality End User Support services to ensure employees have a seamless and productive digital workplace experience. The position oversees day-to-day end user operations, endpoint lifecycle management, workplace technologies, software lifecycle management, and IT service delivery while leading a team of End User Support engineers and managed service providers.\nThe role is responsible for driving operational excellence, service improvements, user satisfaction, and governance across end user computing services. It works closely with business stakeholders, vendors, and internal technology teams to deliver reliable, secure, and user-centric IT services, reporting directly to the Manager, End User Support & Infrastructure.\n\nKey Responsibilities\nEnd User Support & Service Delivery\nAssist in managing the Level 1 and Level 2 End User Support team to deliver high-quality technical support and an excellent end user experience.\nProvide technical leadership and mentorship to engineers in resolving complex endpoint, operating system, application, and collaboration technology issues.\nEnsure incidents and service requests are resolved within agreed service levels (SLAs) while maintaining high customer satisfaction.\nMonitor service performance, identify recurring issues, and drive continual service improvement initiatives.\nDevelop, maintain, and continuously improve knowledge articles, standard operating procedures (SOPs), and technical documentation.\nEndpoint & Device Lifecycle Management\nManage the complete endpoint lifecycle, including procurement, staging, provisioning, deployment, asset management, refresh, repair, and secure decommissioning.\nEnsure endpoint inventory, asset records, warranties, and lifecycle information remain accurate and up to date.\nSupport endpoint configuration management, operating system deployment, application deployment, software distribution, and patch management.\nEnsure endpoints comply with corporate security baselines and endpoint management policies.\nSoftware & Digital Workplace Management\nManage the end-to-end software lifecycle, including software evaluation, approval, packaging, deployment, licensing, upgrades, retirement, and governance.\nReview software requests, maintain the approved software catalogue, and identify unauthorized applications to ensure compliance with security and licensing requirements.\nSupport and continuously improve digital workplace technologies, ensuring employees have access to secure and productive collaboration tools.\nWork closely with cybersecurity and application teams to ensure software deployments comply with organisational security standards.\nWorkplace Technology Support\nManage and support workplace technologies across headquarters, including meeting room audio visual (AV) systems, room booking solutions, interactive displays, digital signage, collaboration devices, and other smart workplace technologies.\nPartner with vendors to ensure workplace technologies remain operational, reliable, and aligned with business requirements.\nLead technology refresh initiatives and evaluate new workplace technologies to improve user experience.\n\nVendor & Service Management\nManage outsourced service providers and vendors to ensure service delivery meets contractual obligations and agreed service levels.\nConduct regular service reviews, monitor vendor performance, and drive continuous improvement initiatives.\nCoordinate vendor activities for maintenance, deployments, rollouts, and technology refresh programmes.\nGovernance & Compliance\nAssist in managing the End User Support operating budget and technology refresh planning.\nEnsure end user services comply with organisational policies, security standards, software licensing requirements, and audit requirements.\nSupport security investigations related to endpoint devices and end user technologies.\nMaintain accurate operational documentation and support internal and external audits.\nProjects & Continuous Improvement\nLead or support End User Support projects, including device refresh programmes, operating system upgrades, collaboration technology deployments, and digital workplace initiatives.\nCollaborate with business stakeholders to understand user requirements and implement technology solutions that improve productivity.\nIdentify automation opportunities and continuously improve operational processes, user experience, and service efficiency.\nEvaluate emerging workplace technologies and recommend improvements to enhance digital workplace capabilities.\nEducation\nBachelor’s/Master’s Degree, preferably in Information Technology or related field.\nCertification in ITIL Foundation or equivalent is preferred\nExperience\n4 - 6 years of experience in End User Support, Digital Workplace, or IT Operations.\nAt least 1- 2 years of experience leading or supervising an End User Support team.\nStrong experience managing Windows, macOS, iOS, and Android devices.\nExperience managing enterprise endpoint lifecycle and device management platforms.\nExperience managing outsourced support vendors and service delivery.\nExperience supporting workplace technologies, including meeting room AV systems and collaboration solutions.\nSkills and Attributes\nExcellent communication and stakeholder management skills\nStrong leadership, coaching, and team development capability\nCustomer-centric mindset with a strong focus on service excellence\nStrong analytical and problem-solving skills\nExcellent organizational and multitasking ability\nAbility to manage multiple priorities in a fast-paced environment\nStrong vendor and service delivery management skills\nAbility to drive continuous service improvement and operational excellence\nHigh attention to detail with a strong governance and compliance mindset\nAdaptable and proactive in adopting new technologies and improving business processes\nSkills\nCoaching, Video Conferencing, Asset Management, Resolving Product Problems, Endpoint Management, Technical Customer Support, Service Improvement, Interpersonal Skills, Team Development, Outsourcing Partnership, Client Support Services, Windows Mobile, Technical Leadership, Customer Service Excellence, Stakeholder Management, Develop Knowledge","description_format":"text","description_chars":6244,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Education","Early Childhood Education"],"lifecycle":[{"event":"open","at":"2026-10-23T02:28:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":28,"reasons":["seen:4","win:early"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":75144,"is_top_pay":false},"html_url":"https://alion.io/job/ntucfirstcampus-assistant-manager-end-user-support","json_url":"https://alion.io/job/ntucfirstcampus-assistant-manager-end-user-support.json","meta":{"generated_at":"2026-10-27T15:19:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4279,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":448788},"rest":"https://alion.io/mcp/rest/get_company?id=448788"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fntucfirstcampus-assistant-manager-end-user-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fntucfirstcampus-assistant-manager-end-user-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fntucfirstcampus-assistant-manager-end-user-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ntucfirstcampus-assistant-manager-end-user-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fntucfirstcampus-assistant-manager-end-user-support"}]}