EUC Manager

Singapore Press Holdings Limited  

Job Description

The Job

 

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:

 

  • Managing, transforming 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)
  • Overall device asset life-cycle management processes for desktop/digital workplace devices, including mobile devices and peripherals
  • Managing and developing end-point protection, cloud-based desktop virtualization, mobility, image management, software distribution and other End User Computing technologies together with our server computing and security teams.
  • Defining operational service support processes such as Service Level Management, Incident Management, Problem Management, Service Desk, Configuration Management, Availability Management and Capacity Management and enforce across the teams
  • Advocating IT Service Management best practices 
  • 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. 

Job Requirements

Requirements

  • Bachelor's Degree in Computer Science, Information Systems, Information Technology or related field or equivalent work experience.
  • ITIL Foundation Certificate or ISO 20000 Consultant certificate
  • Hands-on experience in handling Incident Management, Problem Management, Service Level Management, Configuration Management, Capacity Management and Availability Management
  • Hands-on experience in SLA reporting to various Management forums
  • 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.
  • 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.
  • Outstanding leadership capabilities, with the ability to lead, train, develop, and motivate a team.
  • Permanent / Full Time
  • $6500 - $8500
Singapore Press Holdings Limited  
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