Manager, End User Compute

Essential Job Duties and Responsibilities:

A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)

The End User Compute Manager, who embodies an 80% coach and 20% player approach, is responsible for leading the incident response and support operations within end-user computing environments. This role is dedicated to mentoring and guiding the team in effectively managing alerts and resolving issues that impact enduser devices and collaboration technologies promptly. The manager oversees support for end-user hardware and software, configuration, maintenance, and troubleshooting, within a structured incident response process. A critical aspect of the role is partnering with other local IT teams and the Cloud Services Manager to deliver comprehensive services to users, ensuring a collaborative approach to integrate end-user support services with the wider cloud and IT infrastructure strategies set by IT leadership. This position is vital for promoting a culture of continuous learning and improvement, providing strategic direction, and occasionally engaging directly to lead by example. The End User Compute Manager ensures that the services provided are proactive, reliable, and cohesively aligned with the organization's overarching technology objectives and user satisfaction priorities.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

• Lead a global team that provisions, manages, and secures end user devices, including laptops and mobile devices, ensuring optimal performance and security.
• Lead a global team that supports collaboration technologies, such as email, OneDrive, Teams, SharePoint, enhancing organizational communication and collaboration.
• Collaborate with the Service Desk to manage end-user incident and request tickets efficiently, improving user satisfaction and productivity.
• Compile periodic reports/metrics for service performance and quality and present to IT leadership, offering insights into service improvements and achievements.
• Improve user awareness of IT services through coordinated training, documentation, and communication initiatives, reducing user errors and support tickets.
• Liaise with external support vendor providing tier-1 helpdesk support, supplying them with the necessary IT procedures and overseeing the fulfilment of Key Performance Indicators (KPIs) to ensure high-quality user support and service availability.
• Facilitate supervised access for sensitive environments, coordinating activities to ensure secure and controlled access in line with organizational security protocols.
• Maintain timely and complete documentation of IT configurations, changes, and project work, supporting transparency and efficiency in operations.
• Develop, implement, and maintain IT procedures related to end-user computing and devices, ensuring compliance and best practices. 

C. Job Profile 

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

• In-depth knowledge of end user computing management, including expertise in provisioning, managing, and securing laptops and mobile devices, as well as supporting collaboration technologies such as email, OneDrive, Teams, SharePoint. 
• Expertise in Active Directory user provisioning and management, with a strong understanding of how to efficiently handle user accounts, permissions, and access controls to ensure secure and streamlined user experiences.
• Project management skills to lead IT projects effectively from initiation through completion, ensuring objectives are met on time and within budget.
• Strong analytical and problem-solving skills, capable of quickly identifying and resolving technical issues to minimize impact on services and end users

Required Competencies (Critical behaviours necessary to successfully perform the job)

• Leadership and team management, with a proven ability to build, motivate, and lead high-performing teams focused on delivering high-quality IT services to end users.
• Excellent communication skills, both verbal and written, necessary for effective collaboration with team members, stakeholders, and end users.
• Customer service orientation, demonstrating a commitment to understanding and meeting the needs of end users, enhancing their satisfaction and productivity.
• Adaptability and flexibility, with a capability to respond swiftly to changing technologies and user needs, maintaining a forward-thinking approach to end user computing management.

Required Work Experience (Brief description of the job-related experience needed to perform the job)

• A minimum of 5 years in IT, with at least 2 years in a leadership role directly managing staff.
• Experience with IT operations management and incident response, including hands-on experience in managing IT infrastructure related to end user computing services and support.
• Proven experience in managing projects, with a history of successfully leading IT projects that improve end user computing services and infrastructure.

Required Qualifications (Brief description of the educational background needed to perform the job)

• Bachelor’s degree in information technology, technology management, or a related field is preferred.
• This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.
• ITIL certification is preferred, but optional.

Required Languages (Brief description of the language skills needed to perform the job)

• Ability to read, write and speak English

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• On-Call availability required for escalations of IT incidents as needed.
• Occasional domestic or foreign travel as needed.