Assistant Manager End User Support

Responsibilities

• ● Manage the delivery of high quality End User Support services to ensure employees have a seamless and productive digital workplace experience.
• ● Oversee day-to-day end user operations, endpoint lifecycle management, workplace technologies, software lifecycle management, and IT service delivery.
• ● Lead a team of End User Support engineers and managed service providers.
• ● Drive operational excellence, service improvements, user satisfaction, and governance across end user computing services.
• ● Work closely with business stakeholders, vendors, and internal technology teams to deliver reliable, secure, and user-centric IT services.
• ● 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.
• ● 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.
• ● 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.
• ● 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.
• ● 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.
• ● 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.