End User Services Manager

Recruiter:

Specd

Job Ref:

JHB001555/JJ

Date posted:

Friday, August 19, 2022

Location:

Johannesburg, South Africa

JOB SUMMARY:
The purpose of the role is to resolve technical issues and requests that remote functions are unable to address. The End User Services Manager will drive results and handle tactical plans to improve end user’s experience with technology managing the overall operational, budgetary and financial responsibilities and activities of the function in the relevant markets.

JOB DESCRIPTION:

Main Responsibilities:

Work with the Manager for End User Services on brand stakeholder engagement.
Manage Global & Cluster market technology projects, working with other cluster support leads
Support Business internal office moves, and site moves
Be a leader to end-user service engineers, provide support and training as required.
Inputs for cluster Tech budgets
Analyses and resolves information system issues related to the desktop computing environment, network applications, production applications, and hardware across the cluster.
Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
Deploy other hardware requested to either a desk or via other delivery/collection methods.
Be responsible for asset management.
Support and maintain conference and meeting room equipment
Support, for all tech requirements for pitches, events and broadcasts
To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
Manage local contracts & relationships with 3rd party supplier
Escalate calls where necessary to the HUB IT manager, report on the status of outstanding calls.
Builds relationships & assist other market support teams in creating a cohesive support team.
Assists global staff with functional tasks to support end-user service projects such as software
upgrades, patching, computer imaging, network upgrades, etc
Consult with the business and senior leadership to evaluate support requirements and execution planning.
Drive optimisation efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
Drive technology adoption & training of end-user services related applications and systems
Support Audits (internal & external), Certifications and GDPR related activities alongside other tech functions and business.
Technical support for cluster applications where applicable alongside other tech or business teams.
Support all business areas with technical subject-matter expertise and provide outstanding service to end-users.
Experience in supporting business operations decision-making processes and developing new ways of working both within technology and without.

Professional Skills:

Excellent technical knowledge
Call Management Systems
Video conferencing tools. (Teams / Zoom)
Audio-visual systems (TV/Projector systems) and conference technology
Basic Network Skills
Project management experience if possible.
Change Management & Documentation.
ITIL certified would be an advantage.
Experience in working in an international environment
Budget Management

Personal Skills:

Ability to communicate effectively with members of the support team, customers and 3rd parties
Ability to work cross markets
Ambitious and articulate with a desire to progress their career
Excellent customer service skills
Well presented
Ability to stay calm under pressure
An organised approach to work
Ability to manage multiple tasks at the same time
A positive and adaptable attitude
Collaborative work style
English Language Skills
Manage, mentor & develop the wellbeing & growth of direct report

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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