IT END-USER COMPUTING MANAGER

MISSION

Responsible for leading the strategy, implementation, and continuous improvement of end-user computing, software deployment, and device fleet management (MDM) across the organization. The role also involves managing and supporting the IT Support team to ensure the timely and effective resolution of IT incidents and service requests. The overall objective is to deliver secure, reliable, and efficient IT services that meet organizational needs while ensuring the optimal performance, maintenance, and regular updating of end-user systems.

RESPONSIBILITIES

This role is divided into two key areas: End-User Computing Management (~70%) and IT Support Leadership (~30%).

1. End-User Computing Management (70%)

Device Lifecycle Management :

• Manage the full lifecycle of IT assets including procurement, inventory management, deployment, maintenance, relocation, storage, and decommissioning.
• Define device requirements, plan refresh cycles, and ensure secure configuration and accurate asset records.

Software Deployment & MDM Expertise :

• Implement and manage large-scale targeted group policies (GPO) and Mobile Device Management (MDM) solutions.
• Utilize tools such as SCCM, JAMF, Intune, Google Administration Console, and GoGuardian for investigating problems, collecting performance statistics, creating reports, and carrying out routine configuration, installation, and reconfiguration. Optimize performance and forecast resource needs.

Technical Operations, Change & Problem Management :

• Ensure the proper functioning, updating, and maintenance of end-user systems.
• Proactively identify and address technical issues, implementing remedies and preventative measures.
• Implement changes based on requests for change, applying change control procedures and ensuring stakeholder validation.
• Investigate and resolve problems in systems, processes, and services at strategic, tactical, and operational levels.

Continuous Improvement :

• Drive continual service improvement by developing process efficiency, optimizing processes, and supporting activities to gain insight into current support processes.
• Identify gaps or deficiencies and implement improvements, including documentation.

Reporting & Analytics :

• Produce relevant reports in a standard format within agreed timeframes.
• Collaborate with stakeholders to discuss reporting process changes and provide insightful commentary on data sets.

Vendor & Procurement Management :

• Manage hardware & software vendors and external service providers, particularly those providing L1-related services such as device, projector, and printer maintenance, and IT consumables provisioning.
• Coordinate procurement, quotations, budgets, equipment maintenance, and service delivery.
• Monitor vendor performance against agreed service levels.

2. IT-Support Leadership (30%)

Team Leadership :

• Lead, coach, and develop a team of IT-Support Technicians.
• Provide guidance for critical incidents and management support requests.
• Coordinate support processes with IT Applications, IT Infrastructure, and the IT Director.

Incident & Service Request Management :

• Oversee ticket assignment, prioritization, escalation, and resolution.
• Ensure timely responses and compliance with agreed Service Level Agreements (SLAs).
• Coordinate escalations to Level 2 and Level 3 support teams.

Support Processes, Documentation & User Training :

• Maintain IT Support procedures, documentation, team schedules, and escalation processes to ensure efficient operations and timely escalation to L2 and L3 teams.
• Coordinate onboarding and training for IT Support team members.
• Promote IT best practices among users, including Google Drive synchronization, docking station usage, internet access, and software applications.

Performance and Resource Management :

• Monitor ticket volumes, response times, resolution rates, and SLA compliance.
• Prepare team performance reports and identify improvement opportunities.
• Plan staffing, shift coverage, training, and recruitment as required.

SKILLS, ABILITY, AND REQUIRED QUALIFICATIONS

• Education: Bachelor’s or Master's degree in Computer Sciences or Information Technology.
• Certifications:
• ITIL certification would be an added advantage.
• PMP (Project Management Professional) or PRINCE2 training and certification would be an added advantage.
• Experience:
• 4 - 7 years of IT systems management experience, including at least three years in a similar End-User Computing lead