Project Manager - IT Service Desk

About the role

The National Library Board (NLB) is hiring a Project Manager to oversee the day-to-day operations of its IT Service Desk and Technical Support team. The role ensures timely resolution of IT incidents and alignment with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), while maintaining high customer satisfaction. The work location is ESR BizPark @ Chai Chee.

Key responsibilities

• Oversee the IT Service Desk and Technical Support team, keeping incidents resolved on time and aligned with SLAs and KPIs.
• Own incident, problem, change and service request management.
• Deploy end-user computing devices for new hires and refresh devices for existing users, keeping desktop services and applications relevant, reliable and standardised.
• Plan ICT service delivery within budget and review systems and processes for better performance.
• Ensure IT-QMS compliance by reviewing monthly incident and service request statistics and improving operational processes.
• Manage IT security standards and processes in the IT infrastructure areas, follow up on IT audits and act as the main point of contact for user escalations and service reviews.
• Build strong relationships with stakeholders and drive continuous process improvement.

Required profile

• 5 to 8 years of experience in IT infrastructure services, especially IT Service Desk and large-scale EUCD support across multiple locations.
• Familiarity with the ITIL framework, particularly Service Desk, Incident Management, Problem Management and Change Management.
• Experience with ITSM tools such as ServiceNow, JIRA, BMC Helix, etc.
• Strong leadership, people management, communication and collaboration skills.
• Government sector experience preferred.

The appointment is on a project contract until 30 December 2027.