EUC Technical Operations Lead

1 week ago

Melbourne, Victoria, Australia beBeeEUC Full time $90,000 - $120,000

About the Role:

The End User Computing (EUC) Team are responsible for delivering high-quality technical support and service management for end-user computing devices and applications to executives and business teams both onsite at our support office and remotely across the Asia Pacific region.

This role ensures the reliable operation and availability of IT services for a diverse network of over 500 stores, warehouses, and offices.

As an experienced EUC Manager, you will lead this team in overseeing day-to-day operations, driving service improvements, managing escalations, and leading skilled technicians to deliver an exceptional support experience across the business.

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 minimise service disruptions and improve first-time resolution rates.

Operational Process & Documentation:

  • 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.

Systems Monitoring & Performance Reporting:

  • Manage proactive health monitoring and automation tools to minimise downtime and ensure high availability of EUC systems.
  • Deliver monthly reports highlighting performance metrics, SLA compliance, trends, and customer satisfaction insights.

Service Delivery & Continuous Improvement:

  • 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.

Technical & Operational Leadership:

  • 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.

Collaboration & Stakeholder 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.

Governance & Strategic Oversight:

  • 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.

Additional Responsibilities:

Work closely with cross-functional teams to identify opportunities for process improvement and implement changes that enhance the overall EUC experience. Participate in budget planning and forecasting to ensure the team has the necessary resources to deliver high-quality services.

Contact Information:

Please note that all contact information has been removed from this job description.

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