End-User Computing Manager

MISSION Reporting to the IT Director, the End-User Computing Manager is responsible for leading the strategy, implementation, and operational excellence of end-user computing, software deployment, and device fleet management (MDM) across the organization. This role also encompasses the direct leadership and hands-on support for the IT-Support team, ensuring efficient and timely resolution of IT incidents and requests. The goal is to provide a secure, efficient, and innovative IT system that fulfills business needs for all users, while ensuring the proper functioning, updating, and maintenance of these systems. The aim is to provide the IFS users with a secure, efficient and innovative IT system fulfilling business needs, and to ensure the proper functioning, updating and maintenance of these systems. Responsibilities This role is divided into two primary areas: End-User Computing Management (approximately 70% of the time) and IT-Support Leadership (approximately 30% of the time). End-User Computing Management (70%) Device Lifecycle Management: Design and define device requirements, manage the complete lifecycle of IT assets including procurement, inventory management, deployment, relocation, storage, and decommissioning. Ensure secure configuration and accurate information for all IT assets. Software Deployment & MDM Expertise: Implement and manage large-scale targeted group policies (GPO) and Mobile Device Management (MDM) solutions. Utilize tools such as SCCM, JAMF, Intune, Google Administration Console, and GoGuardian for investigating problems, collecting performance statistics, creating reports, and carrying out routine configuration, installation, and reconfiguration. Optimize performance and forecast resource needs. Technical Operations & Optimization: Ensure the proper functioning, updating, and maintenance of end-user systems. Proactively identify and address technical issues, contributing to the implementation of remedies and preventative measures. Change & Problem Management: Implement changes based on requests for change, applying change control procedures and ensuring stakeholder validation. Investigate and resolve problems in systems, processes, and services, understanding their level (strategic, tactical, operational). Continuous Improvement: Drive continual service improvement by developing process efficiency, optimizing processes, and supporting activities to gain insight into current support processes. Identify gaps or deficiencies and implement improvements, including documentation. Reporting & Analytics: Produce relevant reports in a standard format within agreed timeframes. Collaborate with stakeholders to discuss reporting process changes and provide insightful commentary on data sets. Vendor Management: Manage multiple software vendors and service providers, particularly those providing L1-related services such as device, projector, and printer maintenance, and IT consumables provisioning. IT-Support Leadership (30%) Team Leadership & Coaching: Manage and coach a team of 4 IT-Support "helpdeskers" Provide guidance to the team as needed, stepping in to help with critical incidents and VIP requests. Share knowledge and lead the shaping of support processes and support procedures with IT department colleagues (IT-Apps, IT-Infra) and the IT Director. Incident & Request coordination: Coordinate and ensure incidents and requests are assigned to IT-Support to provide the first response level for all IT tickets. Ensure proper tracking and prioritization of tickets in the ticketing system and guarantee timely responses, meeting agreed-upon SLAs. Process & Documentation Management: Ensure that processes, documentation, and rosters are in place for the IT-Support team to operate comfortably and efficiently. Oversee escalation procedures to L2 and L3 levels as needed. User Training & Best Practices: Coordinate and structure L1 training and introductions for IT Support team members. Proactively advise all users on computer usage and best practices (e.g., Google Drive synchronization, docking station handling, internet access, software tools). Team Performance & Reporting: Provide regular reports on team performance and ensure SLAs are met. Resource Management: Supervise team planning, arranging for resource replacement, training, and hiring as needed. J-18808-Ljbffr

Location: Singapore, SG

Posted Date: 6/30/2025