Deputy Manager, End-User IT Support (Contract) - #1117605

Main Responsibilities:

• Manage end-user computing (EUC) activities

• Engage with users and provide end-user computing solutions as needed

• Assist the Manager of IT Support in day-to-day oversight for the IT Call Centre, IT Care, Onsite Engineers and Data Centre operations, working with the outsourced partner to ensure incidents and service requests are handled according to SLA

• Assisting in M365 applications support as needed

• Work with IT Support to ensure the IT resources for all teaching and learning facilities are always in good working condition, including working closely with Audio Visual (AV) team to ensure AV equipment is functioning properly

• Installation and testing of academic related software at all teaching and learning facilities

• Liaising with various parties to coordinate operations and handle procurement of software and equipment for academic facilities

• Assist Manager of IT Support in managing plotting, printing and photocopying services for the university, which include procurement of equipment and computer supplies

• Coordinate and manage the provision of IT support services for university’s events such as Matriculation/Orientation, Board Meeting, Open House, Admissions Tea, Talks, among others

• In charge of assets & software license tracking, capacity planning, budgeting and procurement of IT equipment and software

• To work with outsourced partners to ensure that managed computing devices are up to date in security patches

• Project management for endpoint solutions

• Maintain and update end-user computing policy, procedures and guides

Requirements:

• Degree in Computer Science or equivalent

• Minimum 5 years of working experience in related IT roles

• Proven experience in end user computing management

• Strong knowledge of end-user computing technologies and trends

• Good project management skills and experience in managing an outsource team

• Good working knowledge of Help Desk Operations and IT support services in an education or service industry

• Good hands-on experience of Microsoft Windows OS, MacOS and Linux Operating Systems

• Good hands-on experience in Microsoft 365 Office applications

• Certification in ITIL, MCP, MCSE will be advantageous

• Strong technical background, good business orientation, and the ability to align technologies to the university’s operations

• Good communication, interpersonal skills, drive and the ability to manage vendors and partners

• Able to multitask, negotiate, cooperate and defuse conflicts

• Procurement and Inventory Management experience are essential

• Team player who can motivate and develop other team members

• Excellent problem-solving and communication skills