L1 Service Manager, Information Technology (1-year contract)

[What the role is]

About Economic Development Board
The Singapore Economic Development Board (EDB), a government agency under the Ministry of Trade and Industry, is responsible for strategies that enhance Singapore’s position as a global centre for business, innovation, and talent. We undertake investment promotion and industry development, and work with international businesses, both foreign and local, by providing information, connection to partners and access to government incentives for their investments. Our mission is to create sustainable economic growth, with vibrant business and good job opportunities for Singapore.

For more information on EDB, please visit www.edb.gov.sg

The Information Technology Division develops and implements IT products and services for EDB, while delivering critical IT solutions to internal users.

As an L1 Service Manager in the Incentive and Facilitation Stack, you will play a pivotal role in ensuring the smooth operation of our Level 1 (L1) support team in providing exceptional support to our clients.
You will take on a hands-on role in supporting the products and services offered, while also managing and mentoring the Level 1 (L1) support team. This hybrid role combines operational execution with leadership responsibilities.

You will work closely with EDB’s in-house engineers, project managers (PMs), and designers, as well as external stakeholders, to ensure reliable service delivery.

[What you will be working on]

• Manage and mentor the L1 support team to ensure effective operations and professional development
• Continuously seek improvements in support processes, including documentation, workflows, and knowledge base quality
• Identify opportunities for streamlining service delivery processes and enhancing efficiency while ensuring service level agreements (SLAs) and performance metrics are met
• Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels (e.g., phone, email, ticketing system) ensuring timely assignment and resolution
• Collaborate with internal teams of engineers, project managers, and designers, as well as external vendors and stakeholders across EDB to analyse, test, and suggest enhancements
• Perform functional testing before deploying changes
• Perform info security-related reviews as stipulated by IM and EDB IT policies
• Create and maintain system documentation, support records, and operational procedures
• Prepare communications to users regarding system updates, service changes, and scheduled disruptions
• [What we are looking for]
• To be successful in this role, you should have:
• A Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). Candidates with a diploma in a relevant discipline and related work experience are also encouraged to apply.
• At least 2 years of experience in Application Support or Project Management in a IT / Tech related field
• Experience in managing support teams and mentoring junior team members
• Proficiency in MS Office tools, especially Outlook, Word, PowerPoint, and Excel
• Working knowledge of Microsoft Dynamics; familiarity with Generative AI tools and Robotic Process Automation (RPA) will be a strong advantage
• Strong technical aptitude and familiarity with ITIL framework and service management principles
• A hands-on, service-oriented mindset with a willingness to take ownership of support issues
• Strong interpersonal and communication skills (written and verbal), with the ability to engage stakeholders across technical and non-technical domains
• A proactive, resourceful, and self-motivated approach, with the ability to thrive in a fast-paced environment

• Singaporean