Senior Support Manager

Role Description:

SR EUC Support Manager - Digital Workspace & End User Services within Global Technology. Critical role covering EndPoint Management, Global Productivity and Collaboration services, Virtualization platforms

Key Responsibilities:

• Responsible for ensuring that the End User Computing team and associated 3rd parties are meeting and exceeding the expectations in regard to performance against SLA’s and KPI’s
• Responsible for continuous review of the EUC service offerings, seeking to improve and increase user satisfaction and deliver an excellent user experience
• Management of the EUC hardware and software estate, ensuring compliance, governance, version control, and clarity of purpose and use
• Responsible for Global VIP Support management, ensuring resolution adherence in accordance with SLAs
• Managing resource allocation and utilization to relevant projects and BAU support activities
• Responsible for ensuring open incidents and requests are addressed according to SLA
• Support Escalation Manager
• Establish synergies and collaboration with Country stakeholders, SPOC for providing Engineering requirements
• Proactively manage vendors, participate in vendor, product evaluation and selection for technologies
• The ability to translate the impact of a technical issue onto a business service will be key to assessing the priority and focus for resolution. Understanding and addressing the root causes of problems is a key part of the role
• As a member of the Technology Infrastructure and Operations, lead the team to adopt a customer service, delivery and continuous improvement ethos
• Responsible and accountable for Audit and Governance for EUC services
• Stakeholder Management:
• SPOC for EUC support and incident management
• Establish strong working relationships & synergies with Country Leads and technical teams to deliver the required solutions
• Close collaborative & co-ordinated approach

Skills/Experience:

• Strong understanding of IT Infrastructure and Networking concepts
• Strong understanding of Windows Directory Services e,g Active Directory, DNS, DHCP
• Expertise in End User Computing technologies including, Windows Client OS , Microsoft 365, Enterprise browsers, networking, file sharing
• Expertise in ITIL processes and industry best practice in service request and fulfilment

Desirable Skills:

• Functional understanding of Microsoft service components such as Microsoft System Centre Configuration Manager
• Conceptual understanding of Hardware concepts (Client and server), Storage, Windows Clustering and Network Load Balancing etc.
• Knowledge & experience of Voice Infrastructure
• Knowledge of desktop virtualization products such as Azure Virtual Desktop, Citrix DaaS etc

Offer:

• Workplace: 100% remote
• MultiSport Plus
• Group insurance
• Medicover Premium
• e-learning platform