EUC Technical Lead

4 days ago


Queenstown, New Zealand Synapxe Full time

Position Description
The Senior Systems Engineer will manage the IT support function, providing strategic leadership and direction to a group of IT professionals and support staff. The role requires strong technical expertise in End User Computing technologies, as well as excellent communication and leadership skills. The successful candidate will be responsible for setting goals, priorities, and implementing plans to drive the team towards achieving their objectives.

Responsibilities
* Lead the development and implementation of IT support service plans* Define best practices and Service Level Agreements for the support function* Establish performance and reporting measures to ensure an effective and efficient level of service* Manage IT support activities, identify actions to maintain or improve levels of service* Advise the business on IT support metrics and capabilities* Oversee system maintenance, prioritise activities to ensure continuity of service and prompt issue resolution* Compile data for reporting purposes, review trends and patterns* Plan installation of hardware equipment, software and maintenance agreements* Recommend acquisition of new technology and software* Provide incident resolution guidance* Analyse enquiries to identify recurring user problems, recommend solutions and areas for improvement* Respond to complex, escalated enquiries from team members* Evaluate results of investigation reviews* Develop problem solving guidelines, checklists, or other materials to assist staff in responding to user problems that are recurring or routine* Oversee disaster recovery planning and testing* Manage teams* Develop staff through ongoing coaching, mentoring and career discussions* Define common goals, direction and accountability among staff* Drive effective performance management practices within the department in accordance with company policies and procedures

Qualifications
* Prior technical knowledge of End User Computing technologies, including Desktop Endpoint Management, Win10 / 11 Security Patch Management, Asset Management, GPO policy management, Active Directory Administration, Win 7 / 10 / 11 migration, M365 administration, SCCM & Bitlocker (MBAM) administration, Software deployment management* Vendor management experience or managing subcontractors required* On-call availability with varied shifts including nights, weekends and holidays* Strong leadership and communication abilities* Ability to set realistic goals and implement appropriate plans to guide the team towards achieving those goals* Ability to address multi-faceted issues effectively and collaboratively, including across departments



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