1. End User Support & Service Delivery
- Assist in managing the Level 1 and Level 2 End User Support team to deliver high-quality technical support and an excellent end user experience.
- Provide technical leadership and mentorship to engineers in resolving complex endpoint, operating system, application, and collaboration technology issues.
- Ensure incidents and service requests are resolved within agreed service levels (SLAs) while maintaining high customer satisfaction.
- Monitor service performance, identify recurring issues, and drive continual service improvement initiatives.
- Develop, maintain, and continuously improve knowledge articles, standard operating procedures (SOPs), and technical documentation.
2. Endpoint & Device Lifecycle Management
- Manage the complete endpoint lifecycle, including procurement, staging, provisioning, deployment, asset management, refresh, repair, and secure decommissioning.
- Ensure endpoint inventory, asset records, warranties, and lifecycle information remain accurate and up to date.
- Support endpoint configuration management, operating system deployment, application deployment, software distribution, and patch management.
- Ensure endpoints comply with corporate security baselines and endpoint management policies.
3. Software & Digital Workplace Management
- Manage the end-to-end software lifecycle, including software evaluation, approval, packaging, deployment, licensing, upgrades, retirement, and governance.
- Review software requests, maintain the approved software catalogue, and identify unauthorized applications to ensure compliance with security and licensing requirements.
- Support and continuously improve digital workplace technologies, ensuring employees have access to secure and productive collaboration tools.
- Work closely with cybersecurity and application teams to ensure software deployments comply with organisational security standards.
4. Workplace Technology Support
- Manage and support workplace technologies across headquarters, including meeting room audio visual (AV) systems, room booking solutions, interactive displays, digital signage, collaboration devices, and other smart workplace technologies.
- Partner with vendors to ensure workplace technologies remain operational, reliable, and aligned with business requirements.
- Lead technology refresh initiatives and evaluate new workplace technologies to improve user experience.
5. Vendor & Service Management
- Manage outsourced service providers and vendors to ensure service delivery meets contractual obligations and agreed service levels.
- Conduct regular service reviews, monitor vendor performance, and drive continuous improvement initiatives.
- Coordinate vendor activities for maintenance, deployments, rollouts, and technology refresh programmes.
6. Governance & Compliance
- Assist in managing the End User Support operating budget and technology refresh planning.
- Ensure end user services comply with organisational policies, security standards, software licensing requirements, and audit requirements.
- Support security investigations related to endpoint devices and end user technologies.
- Maintain accurate operational documentation and support internal and external audits.
7. Projects & Continuous Improvement
- Lead or support End User Support projects, including device refresh programmes, operating system upgrades, collaboration technology deployments, and digital workplace initiatives.
- Collaborate with business stakeholders to understand user requirements and implement technology solutions that improve productivity.
- Identify automation opportunities and continuously improve operational processes, user experience, and service efficiency.
- Evaluate emerging workplace technologies and recommend improvements to enhance digital workplace capabilities.
QUALIFICATIONS AND JOB REQUIREMENTS
Education
- Bachelor's/Master's Degree, preferably in Information Technology or related field.
- Certification in ITIL Foundation or equivalent is preferred
Experience
- 4 - 6 years of experience in End User Support, Digital Workplace, or IT Operations.
- At least 1- 2 years of experience leading or supervising an End User Support team.
- Strong experience managing Windows, macOS, iOS, and Android devices.
- Experience managing enterprise endpoint lifecycle and device management platforms.
- Experience managing outsourced support vendors and service delivery.
- Experience supporting workplace technologies, including meeting room AV systems and collaboration solutions.
Skills and Attributes
- Excellent communication and stakeholder management skills
- Strong leadership, coaching, and team development capability
- Customer-centric mindset with a strong focus on service excellence
- Strong analytical and problem-solving skills
- Excellent organizational and multitasking ability
- Ability to manage multiple priorities in a fast-paced environment
- Strong vendor and service delivery management skills
- Ability to drive continuous service improvement and operational excellence
- High attention to detail with a strong governance and compliance mindset
- Adaptable and proactive in adopting new technologies and improving business processes
