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EUC Systems Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeLeader Full time $100,000 - $140,000
Senior Technical Lead Opportunity

This role encompasses the leadership of a skilled technical team to ensure high-quality technical support and service management for end-user computing devices and applications. The successful candidate will be responsible for overseeing day-to-day operations, driving service improvements, managing escalations, and fostering an exceptional support experience across the business.

The ideal candidate will possess a strong background in IT service management, with expertise in ServiceNow and CMDB management. Proficiency in Windows Operating System and corporate applications is essential, as well as excellent communication skills and the ability to form positive working relationships.

A key aspect of this role is the design, streamlining, and maintenance of operational workflows, SOPs, and team documentation to drive efficiency and knowledge sharing. Regular review and update of knowledge bases are also crucial to support consistent service delivery.

In addition, the successful candidate will manage proactive health monitoring and automation tools to minimize downtime and ensure high availability of EUC systems. Delivering monthly reports highlighting performance metrics, SLA compliance, trends, and customer satisfaction insights will also be a critical responsibility.

The Senior Technical Lead will be responsible for identifying and implementing continuous improvement initiatives to enhance the quality and efficiency of EUC services. This may involve supporting the integration of new services, systems, and acquired businesses into the EUC environment.

Maintaining expert-level knowledge of EUC systems, including hardware and peripheral ecosystems, is vital to success in this role. Overseeing hardware lifecycle management and ensuring accurate tracking via the CMDB is also a key responsibility.

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