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End User Computing (EUC) Operations Manager

  • Location:

    London

  • Sector:

    Cloud, Infrastructure and Services

  • Job type:

    Permanent

  • Job functions:

    EUC, Microsoft Office 365, IT Manager, Operations Director

  • Salary:

    £60000 - £65000 per annum + Plus Benefits

  • Contact:

    John Flynn

  • Contact email:

    john.flynn@lafosse.com

  • Job ref:

    83770_1664387790

  • Published:

    2 months ago

  • Expiry date:

    2022-11-09

  • Startdate:

    ASAP

Position - End User Computing (EUC) Operations Manager

Location - London (Fully Remote)

Salary - Up to £65,000 + Benefits

We are working with a worldwide neutral and impartial humanitarian network society which was formed in 1870, and is a registered charity with more than 17,200 volunteers and 3,400 staff.

The role is responsible for transforming the way we work, owning the End-User Computing (EUC) operation and experience across the organisation for their staff and volunteers, and leading on the roll-out and adoption of Microsoft 365 to its full potential.

The role covers a diverse range of end-user technologies with the objective of ensuring that users have a positive and consistent experience whether working, remotely, at home, from an International office, or a UK site.

Job Details

Strategic Focus

  • Deliver end-user computing vision of any device that just works, anywhere, with Internet-first application delivery using a single-identity.

  • Listening to users' need, evidenced by quantitative and qualitative data, to deliver user focused outcomes, improving the staff and volunteer experience using BRC technology and applications, whilst reducing the cost to serve and providing cost transparency.

  • Align to other strategies and initiatives across the organisation including the BRC 2030 Strategy and the DDaT Unified Communications strategy.

  • Enable the organisation to take full advantage of the opportunities provided by Microsoft Office 365 (M365 E3/E5 Security) by setting the vision for the use of the full suite of collaboration products and delivering implementation plans to achieve the desired results.

Operation Focus

  • Accountable for the operation of the end-user computing, including monitoring, patching, maintenance, and support.

  • Modernise application delivery removing requirements for Virtual Desktop Infrastructure to provide applications over the Internet.

  • Develop and report on key performance matrix to ensure that end-user computing services are maintained and optimised.

  • Responsible for owning the suite of collaboration tools.

  • Provide robust assessment of high-impact, complex change request and support problem management and Continual Service Improvement with themes, systemic reviews, and root-cause analysis.

Supporting Users

  • Develop and implement plans to improve user experience, increase stability and reduce the complexity of supporting our users, ensuring individual accessibility needs are addressed.

  • Maintain a high-level of product knowledge to provide a single point of escalation / resolution for the Service Desk and Desktop Support Analysts, and to identify opportunities for improvement in our working practices.

  • Ensuring all new applications are effectively transitioned into service, including installation and provision of new equipment as well as technical and user training.

Knowledge & Skills

  • Strong product knowledge of Microsoft Windows 10 and the Microsoft M365 suite, including Office 365, Enterprise Mobility and Security, and Windows Enterprise.

  • Demonstrated ability to assess user needs and deliver continuously improvement of end-user services and applications.

  • Ability to development, track, and operationalise meaningful metrics.

  • Ability to communicate clearly and concisely, both orally and in writing, and lead presentations.

  • Ability to operate at advanced levels of authority and manage significant activities and resources to produce and take responsibility for results

  • Strong application packaging knowledge for automated deployment and installation.

  • Good commercial understanding and knowledge of commercial licensing agreements, including Microsoft Enterprise and Adobe licensing.

  • Awareness of authentication technologies, such as Microsoft Active Directory, Microsoft Azure Active Directory, Microsoft Authenticator and OneLogin.

Required Experience

  • Developing strategies, policies, standards, and procedures relating to end-user computing technologies and services.

  • Managing end-user devices in an enterprise environment with at least 1000+ users, including Windows laptops and desktops, Virtual Desktop Infrastructure (VDI - Citrix Desktop), Android tablets and mobiles, and thin-clients.

  • Remote administration and support using PowerShell and the Microsoft Endpoint Manager products and related tools, including Microsoft System Center Configuration Manager (SCCM), Intune, Modern Desktop Management, and Active Directory Group Policy.

  • Deploying and maintaining Microsoft Defender to protect against malicious software including protection from advanced persistent threats.

  • Migration from Virtual Desktop Environments, such as Citrix Desktop (previously known as XenDesktop), to modern application delivery, such as Citrix Virtual Apps (previously known as XenApp).

  • Enabling remote management of end-user computing using Hybrid Azure Active Directory Joined and Azure AD Joined enrolment.

  • Line management of an end-user computing operations team / function (3rd Line).

  • Deploying / provisioning laptops and desktops with Autopilot with BitLocker.

The role is fully remote and comes with a generous salary up to £65,000 + Benefits.

For a confidential discussion - Apply now!