Senior Support Manager

20 godzin temu

Warszawa, mazowieckie, Polska Experis Manpower Group Pełny etat

Role Description:


SR EUC Support Manager - Digital Workspace & End User Services within Global Technology. Critical role covering EndPoint Management, Global Productivity and Collaboration services, Virtualization platforms


Key Responsibilities:


  • Responsible for ensuring that the End User Computing team and associated 3rd parties are meeting and exceeding the expectations in regard to performance against SLA’s and KPI’s
  • Responsible for continuous review of the EUC service offerings, seeking to improve and increase user satisfaction and deliver an excellent user experience
  • Management of the EUC hardware and software estate, ensuring compliance, governance, version control, and clarity of purpose and use
  • Responsible for Global VIP Support management, ensuring resolution adherence in accordance with SLAs
  • Managing resource allocation and utilization to relevant projects and BAU support activities
  • Responsible for ensuring open incidents and requests are addressed according to SLA
  • Support Escalation Manager
  • Establish synergies and collaboration with Country stakeholders, SPOC for providing Engineering requirements
  • Proactively manage vendors, participate in vendor, product evaluation and selection for technologies
  • The ability to translate the impact of a technical issue onto a business service will be key to assessing the priority and focus for resolution. Understanding and addressing the root causes of problems is a key part of the role
  • As a member of the Technology Infrastructure and Operations, lead the team to adopt a customer service, delivery and continuous improvement ethos
  • Responsible and accountable for Audit and Governance for EUC services
  • Stakeholder Management:
  • SPOC for EUC support and incident management
  • Establish strong working relationships & synergies with Country Leads and technical teams to deliver the required solutions
  • Close collaborative & co-ordinated approach


Skills/Experience:


  • Strong understanding of IT Infrastructure and Networking concepts
  • Strong understanding of Windows Directory Services e,g Active Directory, DNS, DHCP
  • Expertise in End User Computing technologies including, Windows Client OS , Microsoft 365, Enterprise browsers, networking, file sharing
  • Expertise in ITIL processes and industry best practice in service request and fulfilment


Desirable Skills:


  • Functional understanding of Microsoft service components such as Microsoft System Centre Configuration Manager
  • Conceptual understanding of Hardware concepts (Client and server), Storage, Windows Clustering and Network Load Balancing etc.
  • Knowledge & experience of Voice Infrastructure
  • Knowledge of desktop virtualization products such as Azure Virtual Desktop, Citrix DaaS etc


Offer:


  • Workplace: 100% remote
  • MultiSport Plus
  • Group insurance
  • Medicover Premium
  • e-learning platform


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