Manager (End User Computing)

Location: SIT@Dover
Division: Communications & Information Technology
Employment type: Full-time
Job type: Contract

The End User Computing (EUC) Group is a function of the Communications and Information Technology (CIT) division. The Group provides first level support to the Users of SIT for all CIT’s activities and full support to all EUC activities. The successful candidate is expected to manage, lead, and motivate the helpdesk and desktop support engineers to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness.

Key Responsibilities
  • To develop and maintain procedures related to monitoring, tracking, and coordination of helpdesk and end user computing support activities
  • To establish and monitor service level targets/benchmarks and measure performance against those benchmarks
  • To develop and maintain comprehensive documentation, including: operations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides, FAQ and support materials
  • To communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns
  • To facilitate equipment, services, and software purchases and implementation; and manage inventory and licensing reconciliations
  • To develop an effective and workable framework for managing and improving customer IT support in the organization
  • Manages vendors and outsourcing contracts.
  • To oversee support specialists effectively utilize helpdesk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude
  • To track and analyze support calls and information requests to identify areas of need and create strategies to enhance end-user reliance on support personnel
  • To oversee timely delivery of quality technical support service to staff and students
  • To work with IT teams and business leaders to coordinate projects, manage capacity and optimize performance, reliability and efficiency.
  • To provide assistance to SIT Users with their EUC equipment as according to the SLA
  • To provide support for Windows, Mac, Android, IOS, MS software and Academic software
  • To promote responsible usage and care of corporate equipment
  • To develop and implement procedures and processes for efficient EUC support
  • To manage the deployment and the reclaim of EUC equipment and the coordination of  related services
  • To manage EUC inventory of software licenses, software media, hardware, accessories and supplies
  • To assist with the purchase (tender, ITQ, RFP, etc.) of software, hardware, accessories and supplies
  • To undertake projects to implement CIT/EUC related projects.
  • Degree in Computer Science from a good University or equivalent.
  • Minimum of 5 years professional experience in helpdesk and desktop technology support operations, including experience troubleshooting and supporting computer applications and operating systems
  • Minimum of 2 years experience supervising technical support staff is preferred
  • Experience with Microsoft System Center Configuration Management for workstation imaging and software distribution is preferred
  • Excellent analytical, written and verbal communications skills including the ability to effectively communicate technical information to non-technical users
  • Must be proactive and have the ability to work both independently and collaboratively with colleagues, end users, and with external vendors
  • Excellent customer-service skills required
  • Must have the ability to work on multiple projects with multiple deliverables.
  • Good management skills particularly in project management, change management, outsourcing and contract management.
  • Good planning and administrative skills
  • High proficiency with Microsoft Windows 7 (and above), Linux and Mac OS (10 and above)
  • Knowledge in iOS and Android mobile devices support is preferred
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