End-User IT Support, Assistant Manager (Contract) - #1131329

Key Responsibilities:

• Manage end-user computing (EUC) activities.

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

• Assist the Manager of IT Support in the day-to-day oversight of the IT Call Centre, IT Care, Onsite Engineers, and Data Centre operations, working with outsourced partners to ensure incidents and service requests are handled in accordance with SLAs.

• Assist with Microsoft 365 (M365) application support, as needed.

• Work with IT Support to ensure that IT resources for all teaching and learning facilities are consistently in good working condition, including close collaboration with the Audio Visual (AV) team to ensure AV equipment functions properly.

• Install and test academic-related software across all teaching and learning facilities.

• Liaise with various stakeholders to coordinate operations and manage the procurement of software and equipment for academic facilities.

• Assist the Manager of IT Support in managing plotting, printing, and photocopying services for the University, including the procurement of equipment and computing supplies.

• Coordinate and manage the provision of IT support services for University events such as Matriculation/Orientation, Board Meetings, Open House, Admissions Tea, talks, and other events.

• Oversee asset and software licence tracking, capacity planning, budgeting, and procurement of IT equipment and software.

• Work with outsourced partners to ensure managed computing devices are kept up to date with security patches.

• Lead and manage projects related to endpoint solutions.

• Maintain and update end-user computing policies, procedures, and user guides.

Requirements:

• Degree in Computer Science or an equivalent discipline.

• Minimum 5 years of relevant working experience in IT-related roles.

• Proven experience in end-user computing management.

• Strong knowledge of end-user computing technologies and emerging trends.

• Good project management skills, with experience managing outsourced teams.

• Good working knowledge of Help Desk operations and IT support services, preferably within the education or service industry.

• Hands-on experience with Microsoft Windows, macOS, and Linux operating systems.

• Hands-on experience with Microsoft 365 Office applications.

• Certifications such as ITIL, MCP, or MCSE will be an advantage.

• Strong technical background with good business acumen and the ability to align technology solutions with University operations.

• Strong communication and interpersonal skills, with the ability to manage vendors and partners effectively.

• Ability to multitask, negotiate, collaborate, and defuse conflicts.

• Procurement and inventory management experience is essential.

• A team player who can motivate and develop team members.

• Excellent problem-solving and communication skills.