Job Description

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
About Economic Development Board:
EDB is the lead government agency responsible for planning & executing strategies to enhance Singapore's position as a global business centre and grow the Singapore Economy. We dream, design and deliver solutions that create value for investors and companies in Singapore. Through that, we attract economic opportunities and jobs for the people of Singapore and help shape our country's economic future.

Skills Required