Service Delivery Manager with EUC Background

4 weeks ago

Narrabri, Australia Pyramid Global Technologies Full time
Service Delivery Manager with EUC BackgroundAbout the job

This role requires a Service Delivery Manager with a strong EUC background to oversee end user services and support devices.

Must Have Experience
  • Computer Graduate with 8 to 10+ years of experience in EUC and desktop support
  • Excellent organizational, communication, and customer management skills
  • Ability to multi-task and prioritize effectively
  • High energy, commitment, and drive
  • Experience in handling escalations, service issues, and complaints
  • Ability to lead and drive team performance
Responsibilities
  • Report to the ICS Lead as an EUC SME, delivering end user services and support
  • Support Windows, VMWare, and Active Directory as a backup for Windows Lead
  • Build, modify, and roll out SOE images
  • Perform security patching for desktops and laptops using Microsoft tools
  • Ensure desktops and laptops are protected with antivirus software
  • Package applications using SCCM or similar tools and deploy them
  • Provide desktop support to corporate and offshore teams
  • Work at the client location, collaborating with internal and external stakeholders
  • Maintain excellent communication at senior business levels
  • Maintain a customer-facing, friendly attitude
  • Aim for zero escalations and surprises, acting as a negotiator with customers
  • Preferably have ITIL and Six Sigma certifications
  • Manage team and ticket queues proactively to meet SLA targets
  • Handle internal escalations to prevent blockers
  • Implement continual service improvements proactively
  • Coordinate with the Service Delivery Manager on managed service delivery
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