The End-User Computing (EUC) Manager oversees support activities, operations, technical services and architecture planning for all the laptops/desktop environments, Unified Communication and other office applications, mobile and other devices. The person is a key player in SPHTech’s ongoing transition to a flexible and simplified IT architecture which will provide our users with a modern “consumer type” experience available on any device of their choice (BYOD).
The ideal candidate will have a solid technical background and a broad understanding of End User Computing/desktop environment technologies combined with long experience from End User support services including managing significant external partner provided services agreements and relationships in the area.
Additionally, you should have good project management skills and have a problem-solving attitude with an ability to motivate your whole extended team to achieve goals whether they are technical, service process development or end-user satisfaction related. Your responsibilities include:
Overseeing day-to-day operations and architectural planning activities of the End User Computing team and providing technical leadership and mentoring for the teams involved
Managing, coordinating and developing all End User Support services such as Service Desk operations and services provided by an external partner including monitoring and tracking Service Level Agreements (SLAs) for the service desk, deskside, mobile device management and IT asset management teams.
Managing and developing desktop/digital workplace architecture, whether designed to be run on company-provided or users’ own devices (BYOD)
Managing and developing end-point protection, cloud-based desktop virtualization, end-user voice, mobility, image management, software distribution and other End User Computing technologies together with our server computing and security teams.
Overall device asset life-cycle management processes for desktop/digital workplace devices, including mobile devices and peripherals
IT service management tools, services, standards and policy development for all above areas
Responsible for leading the overall activity, resource and financial planning and management of the area to ensure high quality and cost-efficient delivery of the services to meet both the company’s needs.
Planning and driving initiatives to transform digital workplace experience for SPH employees
Bachelor's Degree in Computer Science, Information Systems, Information Technology or related field or equivalent work experience.
10+ years of progressive and relevant End User Computing technology, service management and architecture planning experience in multi-site environments (1500+ users) with diverse technologies and user groups.
Significant experience and strong working knowledge of managing, developing and implementing IT Service Management processes, methodologies (ITIL certifications preferred) and tools (Cherwell preferred), and a large scale external Managed Services agreement in a collaborative and true partnership fashion.
Strong working knowledge with MS Active Directory, Windows OS, Mac OS and other client technologies, video/web conferencing tools, desktop virtualization, end-point protection, image management, software distribution (e.g. BigFix), mobile device management and other relevant technologies
Experience with implementing Digital Workplace solution (such as VMware Workspace ONE, Citrix Workspace) and MDM implementation is a plus
Strong verbal, written and interpersonal communication skills with the ability to deal and communicate with stakeholders and partners at all levels
Ability to think strategically and deal effectively with competing priorities and demands. Strong problem solving and analytical skills combined with a service-oriented attitude.
Proven ability to work on multiple projects at one time, ability to prioritize and re-prioritize work activities due to changing business requirements.
Outstanding leadership capabilities, with the ability to lead, train, develop, and motivate a team.
Posted on: 21 Feb 2020
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