Position Summary:

The EUC Senior Manager/ Manager drives and provides broad guidance and support in enduser computing, desktop technologies competency, IT Service Management in Service Desk, Deskside, Asset Management & ID administration managed operation outsourcings to end users.

Roles & Responsibilities:

Drives IT Guidance/ Audit Support

• Provide first line of defense IT Audit technical support.
• Perform ad-hoc analysis, audits for artefacts review.
• Ensure meaningful and accurate reporting & provide insightful analysis.
• Create or finetune procedures for operation alignment.
• Understanding & adherence to cybersecurity policy
• Be a strong team player, lead & motivate colleagues with less experience.
• Act as a buddy/ coaching resource,

Implement New Systems/ Procedures & reporting

• Gather painpoints, problem statement, requirements, scenarios, findings to support Proof of Concept
• Perform acceptance testing of installed/upgraded equipment.
• Conduct office automation feasibility studies.
• Design new methods of highly complex reporting and presentation.
• Project management from initiation, outlining scope, deliverables, procurement, approval, execution of project deliverables to closure and ensuring quality control throughout the project life cycle.
• Be accountable to meet project schedules and budgets.

Maintain Systems/ Procedures & reporting

• Manage the contract, administration, and operations of the outsourcing services & KTLO reporting.
• Monitors, drives & support service delivery activities ensuring that methodologies and procedures are in place and complied. For example, conducting of maintenance SOP reviews/ random sampling of endpoint technologies, processes, and disaster recovery drills etc.
• Review, develop & fine-tune supporting documentations of all end user computing activities such as service catalogue, knowledgebase updates.
• Processing information and good at leveraging on reporting tools to analyse and present data.
• Research alternatives to existing software and hardware developments and trends.
• Be accountable to maintain operation budgets

Qualifications/ Requirements:

• Possess a Bachelor Degree in IT or equivalent
• At least 5-7 years of experience in managing IT operations and support, EUC and Application support in different agencies or government sectors
• Experience of setting up and maintaining a cloud service desk contact centre
• Preferably someone familiar with the amazon connect set up and familiar with the processes of service desk monitoring and escalation for a MNC environment.
• Able to handle high volume of users
• Strong vendor and stakeholder management
• Have prior technical knowledge on End User Computing technologies, not limited to Desktop Endpoint Management, Win10 / 11 Security Patch Management, Asset Management, GPO policy management, Active Directory Administration, SCCM administration (plus point)