Position Overview
- this is a 2 year direct contract role
The Snr EUC Engineer manages the IT support function. He/She provides management to a group of IT professional and support staff and focuses on setting goals and priorities. He/She plans and directs the information processing activities of the organisation and coordinates the effective design, implementation and operation of management information systems and applications. He/She oversees the maintenance and upgrading of support systems and conducts on-site training to promote efficient operations.
He/SHE possesses strong leadership and communication abilities, and is able to set realistic goals and implement appropriate plans to guide the team toward achieving those goals. He/She is able to address multi-faceted issues effectively and in a collaborative manner including across departments.
Role & Responsibilities
Implement IT Support Service Plans
- Lead the implementation of support services 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
- Oversee the compiling of 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 to identify areas where service can be improved
- Respond to more complex, escalated enquiries from team members
- Evaluate results of investigation reviews
- Develop problem solving guidelines, checklists, or other materials to assist staff to respond to user problems that are recurring or routine
- Oversee disaster recovery planning and testing
Manage Teams
- Oversee team management including budgets, forecasting, work allocations and staffing
- Develop staff through ongoing coaching, mentoring and career discussions
- Define common goals, direction and accountability among staff
- Drive effective performance management practices within department in accordance with company policies and procedures
Requirements
- 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, Win 7 / 10 / 11 migration (plus point), M365 administration (plus point), SCCM & Bitlocker (MBAM) administration (plus point), Software deployment management (plus point)
- Have vendor management experience or have experience managing subcontractors
- Required to be on standby with on-call availability with varied shifts including nights, weekends and holidays
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