IT Operations Manager (EUC)

We are seeking an experienced IT Operations Manager with well-managed services to oversee and manage our end-user computing environment. The ideal candidate will ensure the smooth operation of IT services supporting the end-user needs and drive continuous improvement to meet customer IT experience.

Workplace operation and delivery, which includes managing resources, assets, and professional services.

Responsibilities:

• Experience in managing multiple workplace projects ranging from 3000 to 9000 end-user environments.
• Provide solutions and improve operational processes for workplace managed service projects.
• Possess the workplace operation know-how to operate onsite, service desk, and understand the deliverables.
• Responsible for SLA and service management.
• Manage and coordinate urgent and complicated support issues; act as the escalation point for all requests and incidents.
• Determine the root cause and ensure proper communication to customers and incident reports.
• Drive ticket deep dives on issues and develop strategies for improvement.
• Well-versed in asset management frameworks with experience in managing a large volume of endpoint devices.
• Manage weekly and monthly meetings with the team.
• Conduct monthly reporting to customer and Fujitsu stakeholders.
• Continuous service improvement with 5% YoY on cost optimization.

Requirements:

• Education: Bachelor's degree in information technology, Computer Science, or a related field.
• Experience: Minimum of 5 years of experience in IT operations, with at least 2 years in a managerial role. Critical thinking management.
• Technical Skills: Proficiency in managing end-user computing environments, including hardware, software, and network systems.
• Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide a team.
• Problem-Solving: Excellent problem-solving skills and the ability to troubleshoot complex IT issues.
• Communication: Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Certifications: Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Microsoft 365 and Power BI are a plus.