EUC Technical Operations Manager
5 days ago
The EUC team is responsible for delivering high-quality technical support and service management for end-user computing devices and applications.
This role ensures the reliable operation and availability of IT services for a diverse network of over 500 locations worldwide.
Key Responsibilities- Act as the primary escalation point for critical EUC issues, ensuring incidents and vendor/customer queries are resolved within SLA timeframes.
- Lead and oversee incident, request, problem, and change management processes to minimize service disruptions and improve first-time resolution rates.
- Design, streamline, and maintain operational workflows, SOPs, and team documentation to drive efficiency and ensure up-to-date knowledge sharing.
- Regularly review and update knowledge bases to support consistent service delivery.
- Manage proactive health monitoring and automation tools to minimize downtime and ensure high availability of EUC systems.
- Deliver monthly reports highlighting performance metrics, SLA compliance, trends, and customer satisfaction insights.
- Identify and implement continuous improvement initiatives to enhance the quality and efficiency of EUC services.
- Support the integration of new services, systems, and acquired businesses into the EUC environment.
- Maintain expert-level knowledge of EUC systems, including Windows, iOS, hardware, and peripheral ecosystems.
- Oversee hardware lifecycle management and ensure accurate tracking via the CMDB.
- Lead the rollout and integration of new technologies, including software and hardware solutions.
- Ensure alignment with compliance standards and global security protocols, including patching, SOX, and license management.
- Build strong relationships with internal IT, business stakeholders, vendors, and service providers to align EUC support with strategic needs.
- Collaborate with project managers and global IT teams to ensure consistent processes, tools, and service standards.
- Lead governance activities, including SOX compliance, Change Advisory Board engagement, and risk mitigation planning.
- Define and communicate strategic EUC direction, aligned with emerging technologies and evolving business needs.
About You
- Graduate diploma in Information Technology or equivalent.
- 5+ years' experience working in a Senior Management Role with multiple disciplines.
- Proven ability to successfully lead and manage a highly technical team in a corporate environment.
- Proficient in time & priority management.
- Skilled in the use of ServiceNow for IT Service Management & CMDB Management.
- Experience managing and supporting multiple platforms (Windows, iOS).
- Excellent knowledge of Windows Operating system & corporate applications.
- Expert in creation of Knowledge Base articles & maintaining documentation for technical and non-technical staff.
- Exceptional written & verbal communication skills.
- Capable of forming and maintaining positive and productive working relationships.
- Experience managing vendor relationships to optimize cost and efficiency.
- Experience in lifecycle management of end-user IT hardware and accessories.
- Experience managing escalations from both internal stakeholders and external vendors.
- Ability to assist in onboarding/operationalization of new acquisitions or solutions.
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