Assistant Lead Engineer - EUC (Central Infra Services)

Position Overview

The Senior EUC Engineer manages the IT support function. He/She provides management to a group of IT professional and support staff and focuses on setting goals and priorities. He/She plans and directs the information processing activities of the organisation and coordinates the effective design, implementation and operation of management information systems and applications. He/She oversees the maintenance and upgrading of support systems and conducts on-site training to promote efficient operations.

He/She possesses strong leadership and communication abilities, and is able to set realistic goals and implement appropriate plans to guide the team toward achieving those goals. He/She is able to address multi-faceted issues effectively and in a collaborative manner including across departments.

Role & Responsibilities

Implement IT Support Service Plans

Lead the implementation of support services across the organisation

Define best practices and Service Level Agreements for the support function

Establish performance and reporting measures to provide an effective and efficient level of service

Manage IT support Activities

Identify actions to maintain or improve levels of service

Advise the business on IT support metrics and capabilities

Oversee System Maintenance

Prioritise activities to ensure continuity of service and prompt issue resolution

Oversee the compiling of data for reporting purposes

Review trends and patterns  

Plan installation of hardware equipment, software and maintenance agreements 

Recommend acquisition of new technology and software

Provide Incident Resolution Guidance 

Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved

Respond to more complex, escalated enquiries from team members

Evaluate results of investigation reviews

Develop problem solving guidelines, checklists, or other materials to assist staff to respond to user problems that are recurring or routine

Oversee disaster recovery planning and testing

Manage Teams

Oversee team management including budgets, forecasting, work allocations and staffing

Develop staff through ongoing coaching, mentoring and career discussions

Define common goals, direction and accountability among staff

Drive effective performance management practices within department in accordance with company policies and procedures

Requirements

Diploma/Degree in Computer Science of equivalent

At least 7 - 10 years’ experience in developing, implementing and maintaining IT systems 

Experience in mass EUC deployment for building relocation, renovation projects and new set-up implementation 

Certification in ITIL, MCSE preferred

Self moltivated, good interpersonal skills, ability to write, communicate and present salient points and ideas to get buy-in

Strong vendor management skills & Team Leading experience

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