Head of EUC – Role Description
Location:
State of Guernsey
Division:
IT Guernsey – End User Compute
Reports into:
Head of IT
Grade:
Level 3
The way we work reflects the values at the heart of our business:
Partnership, we become one team and family with organisations, helping them to navigate change and stay agile.
Integrity, our people really care, going beyond the brief to make change happen for organisations and citizens.
Innovation, we bring together the right technologies and services to design solutions that work.
Passion, we are passionate about — and dedicated to — public services and improving people’s lives.
Role Description
We currently have an exciting opportunity for a Head of EUC to join our IT Managed Service team in Guernsey.
You will be managing the EUC function in delivering the IT Support and implementation of IT Services to meet business needs. The role includes managing and leading a team of field engineers who are responsible for delivery and support of all end user devices and the associated operating software and licences. The team are responsible for a highly available service to support a wide range of customers, including providing guidance on technical issues and project delivery. The role will involve day to day management of the team, allocating work as well as ensuring KPIs and SLAs are met.
Key Responsibilities
- People management skills and experience, or the ability to undertake the relevant training
- Excellent written, verbal communication skills and client facing skills and various levels.
- A natural enthusiasm for technology and the ability to excite and engage other software or technical engineers, maintains up to date knowledge of technologies and their uses.
- Understands current trends in the market.
- Flexibility. The role will involve spending time working at clients’ sites
- Ability to troubleshoot in a high-pressure environment
- Ability to form resolutions in a structured and systematic manner
Role objectives
- Management of the teams who will engage in the support and delivery of a resilient end user compute service that supports the business needs.
- Day to day management of the teams to ensure contractual obligations are met
- Work to agreed KPI’s and SLA’s.
- The provision of key Performance reports on service delivery against Industry performance indicators and internal service level agreements on weekly/monthly basis.
- Assist in the development of a schedule of planned device replacement to support business needs.
- Identify and feedback any potential improvements to the delivery of the IT systems and infrastructure.
- Engage in regular performance reviews.
- Liaise with suppliers and contribute to building the relationships with them.
- Support and engage in the design, installation, upgrading, operation, control, maintenance and effective use of the end user compute estate.
- Ensuring all system & procedural documentation is accurate, effective and up to date.
- Ensure the confidentiality, integrity and availability of corporate information assets and systems and, where appropriate, ensure preventative measures are undertaken to help mitigate risks
- Ensure CMDB for infrastructure is maintained and kept up to date
- Provide regular updates and reports on workloads, planned or unplanned outages, system improvements and any other IT related issues that may affect business operation.
- Manages the team who will perform routine maintenance to include performance monitoring and error identification/ remediation and patching.
- Identify opportunities and develop skills to meet changing technologies.
- To ensure compliance with company and other relevant standards/ regulations at all times.
- Collaborate with solutions and enterprise architects.
- Any other reasonable duties as require.
What we are looking for
- 3 years’ experience in comparable roles.
- A natural enthusiasm for technology and the ability to excite and engage other software or technical engineers, maintains up to date knowledge of technologies and their uses.
- Good understanding of IT Best practice such as ITIL.
- Provide technical advice in numerous areas of the business including deliveries in key Customer projects as well as knowledge contribution to internal and external stakeholders, being a Subject Matter Expert (SME).
- Excellent written, verbal communication skills and client facing skills and various levels.
- Excellent analytical & problem-solving skills, identifying root causes and offering solutions.
- Good organisational skills.
- Strong time management and self-discipline skills.
- Good understanding of Microsoft products, Windows 10, virtual desktop infrastructure
- Good understanding of device management e.g. SCCM or InTune
- Must be a team-player.
