End User Computing Operations Manager

Position Overview

The End User Computing Operations Manager is responsible for the strategic management and daily operations of all end-user devices and peripheral equipment. This role requires collaboration across the broader IT and business organisation to deliver innovative solutions, establish governance and compliance standards, and drive excellence in the customer experience. The successful candidate will lead a team of skilled engineers, manage resource capacity and demand, oversee performance management, and foster talent development within the End User Computing (EUC) function.

Key Responsibilities

Operations & Technology Management

• Proactively identify and communicate opportunities to improve operational performance and customer satisfaction within the client service function
• Evaluate and recommend technologies that enhance customer satisfaction, reduce operational costs, or improve efficiency
• Establish and monitor key metrics to measure the effective utilisation of systems and resources
• Forecast short-term and long-term end-user equipment needs and develop strategies to meet demand
• Work closely with the Asset Management team to schedule PC refresh cycles and manage hardware lifecycle planning
• Define safety stock levels and support asset management processes

Team Leadership & Development

• Build and manage the EUC support team, including recruitment, training, and career development
• Monitor team performance to ensure service levels and organisational expectations are consistently met
• Manage engineering staff, including effective on-call scheduling, performance coaching, and disciplinary action where necessary
• Create and implement personal development plans for team members, identifying opportunities for improvement and career progression
• Provide leadership and support to ensure projects are appropriately staffed and timelines are met
• Work collaboratively with Deskside Engineers to ensure proper escalation and resolution of technology issues

Asset & Service Management

• Improve new-hire asset provisioning processes and equipment allocation for established employees
• Oversee the Deskside IT Clinic Support operations
• Coordinate asset return processes and reconciliation for terminating employees
• Enhance employee provisioning timeliness, training, and onboarding support

Stakeholder Engagement & Governance

• Collaborate effectively with IT support teams, other functional teams, HR, and business stakeholders
• Meet regularly with Business Unit heads and Delivery Managers to improve and sustain constructive relationships
• Review and analyse EUC weekly and monthly performance dashboards at the location and team levels
• Lead and contribute to Internal and External IT Audits (ISO 20000, ISO 27001, ISMS compliance)
• Ensure 24 x 7 x 365 support readiness and availability to work after-hours and weekends as required
• Perform additional duties as assigned by leadership

Required Qualifications

• Bachelor's degree or equivalent professional experience in business management or information systems management
• 12+ years of professional IT infrastructure experience with progressively increasing supervisory and management responsibility
• Demonstrated ability to analyse complex functions, procedures, and problems to develop creative, logical, and appropriate solutions
• Hands-on experience managing Active Directory policies and group policy implementations
• Extensive knowledge of End User Computing (EUC) technologies, endpoint clients, and operating systems
• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and enterprise applications
• Practical experience with wireless device management solutions
• Experience with software distribution systems and asset management platforms
• Proficiency in hardware and software design, installation, configuration, maintenance, and troubleshooting
• Willingness to support 24 x 7 x 365 operations with availability for after-hours and weekend work as required

Preferred Qualifications

• Microsoft Certified Associate (MCA) or Microsoft Certified Solutions Expert (MCSE) certification
• ITIL certification or formal Service Management training