IT Support Manager
5 days ago
Job Overview
The Snr EUC Engineer plays a pivotal role in the IT support function, ensuring seamless operations and effective management of IT professionals and support staff. This 2-year direct contract position is responsible for setting goals, priorities, and implementing plans to drive the team towards achieving their objectives.
Key Responsibilities
* Implement and lead the implementation of IT support service plans across the organisation* Define best practices and Service Level Agreements for the support function* Establish performance and reporting measures to provide 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
Requirements
* 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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