EUC Operations Manager

1 day ago

Melbourne, Victoria, Australia beBeeExpert Full time $100,000 - $140,000
Job Title:

This Senior EUC Operations Manager position oversees the day-to-day operations of end-user computing services, ensuring high service standards, operational efficiency, and alignment with broader IT and business goals.

About the Role:

The successful candidate will be responsible for leading a team of skilled technicians to deliver an exceptional support experience across the business. They will oversee incident, request, problem, and change management processes to minimise service disruptions and improve first-time resolution rates.

Main 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 technical teams to drive service improvements and maintain up-to-date knowledge sharing.
Key Performance Indicators:
  • Ensure high availability of EUC systems through proactive health monitoring and automation tools.
  • Deliver monthly reports highlighting performance metrics, SLA compliance, trends, and customer satisfaction insights.
Skills and Qualifications:
  • 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.
Collaboration and Governance:
  • Build strong relationships with internal IT, business stakeholders, vendors, and service providers to align EUC support with strategic needs.
  • Drive seamless EUC support integration during business acquisitions and transitions.
Professional Development:
  • Define and communicate strategic EUC direction, aligned with emerging technologies and evolving business needs.
  • Lead governance activities including SOX compliance, Change Advisory Board engagement, and risk mitigation planning.

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