Enterprise Technology Support Specialist

22 hours ago

Melbourne, Victoria, Australia beBeeEUCmanager Full time $90,000 - $123,456
Job Description

The End User Computing Manager is a key role within our organization, responsible for delivering high-quality technical support and service management for end-user computing devices and applications to executives and business teams both onsite and remotely. This individual will ensure the reliable operation and availability of IT services for a diverse network of over 500 locations.

As a leader in this team, you will be responsible for overseeing day-to-day operations, driving service improvements, managing escalations, and leading a team of skilled technicians to deliver an exceptional support experience across the business. Your leadership will be crucial in ensuring high service standards, operational efficiency, and alignment with broader IT and business goals.

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.

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 minimize 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.
  • Monitor EUC activities and optimize cost-effectiveness.

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.

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.
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