GTS - End User Services, Workplace Technology Engineer, Mgr/ Assistant VP

Job Description - GTS - End User Services, Workplace Technology Engineer, Mgr/ Assistant VP (250000HM)

What you do

• Manage and oversee end-user services & operations to provide technical support for PCs and notebooks within a large-scale enterprise.
• Analyse end-user computing performance to optimize performance and ensure interoperability with security and collaboration software.
• Lead in troubleshooting and root cause analysis during incidents, manage incidents, service status and escalations, and coordinate updates and communications with management and users.
• Participate in transformation initiatives to transform and automate EUS IT operations for optimized maintenance and routine tasks.
• Drive continuous improvements in endpoint and mobile device technology by exploring and implementing cutting-edge solutions.
• Implement and manage workplace technology and automation infrastructure to ensure stability and performance.
• Engage in EUC projects & initiatives to implement solutions that elevate employee user experience.
• Proactively collaborate with internal business units and stakeholders to identify opportunities for enhancing the digital workspace and employee experience.
• Implement solutions to monitor risk and service indicators, enabling fast service recovery.
• Identify and improve processes by streamlining and integrating multiple workflows through automation to enhance efficiency for end-user services.
• Oversee the obsolescence management of hardware and software to ensure up-to-date technology usage.
• Serve as 2nd level escalation for regional desktop engineers to provide technical solutions across multiple geographical locations.
• Collaborate with Service Desk and IT Service Concierge to detect anomalies and resolve issues affecting employee services.
• Leverage Gen AI capabilities and analytics to identify service and risk gaps across the End User operating environment.
• Train engineers/users on new processes, solutions, and IT policies.
• Stay updated on the latest technology trends and best practices.

Who you are

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Strong, diverse technical skills, especially in areas related to end user computing including desktop, Microsoft Office O365, MDM/Intune, SCCM, application packaging, Windows GPOs, Windows AD & Infrastructure domains.
• 5-7 years of relevant experience in managing Workplace Technology and Desktop infrastructure.
• Experience in implementing and managing Microsoft infrastructure, including M365 Office Platform.
• Experience working with RPA, automation scripting, and Power BI for reporting and analytics.
• Strong technical, analytical, and engineering competencies with hands-on experience in managing PCs/Notebooks, Mobile Devices, and related controls.
• Experience-centric and able to communicate concisely and clearly with non-IT-savvy users.
• Experience in technical solutioning for project deployment and technical support management.
• Strong analytical skills with proven ability to work well in a challenging technical environment, multitask whilst delivering high-quality solutions.
• Strong attention to detail and highly motivated.
• Possess creativity, ingenuity, and willingness to challenge the status quo. A team-oriented team player with collaboration skills.
• Excellent problem-solving and communication skills.
• Customer-focused mindset with a commitment to providing excellent service.
• Relevant Microsoft Certifications, Network, or Security preferred.
• Knowledge of ITIL framework and IT service management concepts and Agile methodologies.