Job Description

This role is responsible for managing the delivery of high quality End User Support services to ensure employees have a seamless and productive digital workplace experience. The position oversees day-to-day end user operations, endpoint lifecycle management, workplace technologies, software lifecycle management, and IT service delivery while leading a team of End User Support engineers and managed service providers.

The role is responsible for driving operational excellence, service improvements, user satisfaction, and governance across end user computing services. It works closely with business stakeholders, vendors, and internal technology teams to deliver reliable, secure, and user-centric IT services, reporting directly to the Manager, End User Support & Infrastructure.

Key Responsibilities

1. End User Support & Service Delivery
   • Assist in managing the Level 1 and Level 2 End User Support team to deliver high-quality technical support and an excellent end user experience.
   • Provide technical leadership and mentorship to engineers in resolving complex endpoint, operating system, application, and collaboration technology issues.
   • Ensure incidents and service requests are resolved within agreed service levels (SLAs) while maintaining high customer satisfaction.
   • Monitor service performance, identify recurring issues, and drive continual service improvement initiatives.
   • Develop, maintain, and continuously improve knowledge articles, standard operating procedures (SOPs), and technical documentation.
2. Endpoint & Device Lifecycle Management
   • Manage the complete endpoint lifecycle, including procurement, staging, provisioning, deployment, asset management, refresh, repair, and secure decommissioning.
   • Ensure endpoint inventory, asset records, warranties, and lifecycle information remain accurate and up to date.
   • Support endpoint configuration management, operating system deployment, application deployment, software distribution, and patch management.
   • Ensure endpoints comply with corporate security baselines and endpoint management policies.
3. Software & Digital Workplace Management
   • Manage the end-to-end software lifecycle, including software evaluation, approval, packaging, deployment, licensing, upgrades, retirement, and governance.
   • Review software requests, maintain the approved software catalogue, and identify unauthorized applications to ensure compliance with security and licensing requirements.
   • Support and continuously improve digital workplace technologies, ensuring employees have access to secure and productive collaboration tools.
   • Work closely with cybersecurity and application teams to ensure software deployments comply with organisational security standards.
4. Workplace Technology Support
   • Manage and support workplace technologies across headquarters, including meeting room audio visual (AV) systems, room booking solutions, interactive displays, digital signage, collaboration devices, and other smart workplace technologies.
   • Partner with vendors to ensure workplace technologies remain operational, reliable, and aligned with business requirements.
   • Lead technology refresh initiatives and evaluate new workplace technologies to improve user experience.
5. Vendor & Service Management
   • Manage outsourced service providers and vendors to ensure service delivery meets contractual obligations and agreed service levels.
   • Conduct regular service reviews, monitor vendor performance, and drive continuous improvement initiatives.
   • Coordinate vendor activities for maintenance, deployments, rollouts, and technology refresh programmes.
6. Governance & Compliance
   • Assist in managing the End User Support operating budget and technology refresh planning.
   • Ensure end user services comply with organisational policies, security standards, software licensing requirements, and audit requirements.
   • Support security investigations related to endpoint devices and end user technologies.
   • Maintain accurate operational documentation and support internal and external audits.
7. Projects & Continuous Improvement
   • Lead or support End User Support projects, including device refresh programmes, operating system upgrades, collaboration technology deployments, and digital workplace initiatives.
   • Collaborate with business stakeholders to understand user requirements and implement technology solutions that improve productivity.
   • Identify automation opportunities and continuously improve operational processes, user experience, and service efficiency.
   • Evaluate emerging workplace technologies and recommend improvements to enhance digital workplace capabilities.

Education

• Bachelor’s/Master’s Degree, preferably in Information Technology or related field.
• Certification in ITIL Foundation or equivalent is preferred

Experience

• 4 - 6 years of experience in End User Support, Digital Workplace, or IT Operations.
• At least 1- 2 years of experience leading or supervising an End User Support team.
• Strong experience managing Windows, macOS, iOS, and Android devices.
• Experience managing enterprise endpoint lifecycle and device management platforms.
• Experience managing outsourced support vendors and service delivery.
• Experience supporting workplace technologies, including meeting room AV systems and collaboration solutions.

Skills and Attributes

• Excellent communication and stakeholder management skills
• Strong leadership, coaching, and team development capability
• Customer-centric mindset with a strong focus on service excellence
• Strong analytical and problem-solving skills
• Excellent organizational and multitasking ability
• Ability to manage multiple priorities in a fast-paced environment
• Strong vendor and service delivery management skills
• Ability to drive continuous service improvement and operational excellence
• High attention to detail with a strong governance and compliance mindset
• Adaptable and proactive in adopting new technologies and improving business processes