EUC Operations Specialist

1 day ago

Melbourne, Victoria, Australia beBeeEuc Full time $125,000 - $155,000
Job Overview

The EUC Manager plays a pivotal role in delivering exceptional technical support and service management for end-user computing devices and applications.

This highly skilled professional oversees day-to-day operations, driving service improvements, managing escalations, and leading a team of skilled technicians to deliver an outstanding support experience across the business.

Key Responsibilities:
  • Serve as the primary escalation point for critical EUC issues, ensuring timely resolutions within agreed-upon service level agreements (SLAs).
  • Lead and oversee incident, request, problem, and change management processes to minimize service disruptions and improve first-time resolution rates.
Operational Process & Documentation:
  • Design, streamline, and maintain operational workflows, standard operating procedures (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 minimize downtime and ensure high availability of EUC systems.
  • Deliver regular 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 configuration management database (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 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.
  • Drive seamless EUC support integration during business acquisitions and transitions.
Qualifications & Requirements:
  • 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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