End User Technology Lead

4 weeks ago

Ho Chi Minh City, Vietnam RMIT University Full time

Overview:
About RMIT Vietnam

RMIT is a global university of technology, design and enterprise. We’re global in footprint and even more importantly, we’re global in mindset. We’re committed to making a positive impact wherever we go. The wider our reach, the deeper our connections, the greater our impact.

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University with 700 staff and 7,000 students, in three locations, and recently awarded one of the Best Companies to work for in Asia 2020. From a media perspective RMIT Vietnam enjoys a 40% share of voice in the sector. It brings a world-class education and globalised study environment to the heart of Asia, offering programs in business, technology, communication, design, fashion and English language. It boasts an impressive range of extra-curricular activities that encourage students to innovate and network globally.

Degrees are awarded by RMIT in Australia and taught in English, enabling Vietnamese students (and visiting international students) the opportunity to receive an international education without having to leave home.

The Role

This position is accountable for leading the technology team that supports the enterprise technology for end users ( staff & students). The scope includes managing end user related technology: education hardware & software, Printing service, end user’s devices management & software package deployment. This role will also be responsible for driving continuous improvement through automation, defining and operating end user technology.

Your Responsibilities- Specialist technology lead of the IT Customer Service team for the enterprise software and hardware that serve end users (Papercut, Windows / Apple management & deployment tool (SCCM / intunes), Citrix VDI, Office 365 suite, Adobe suite, etc..)- Manage and oversee the day-to-day operations of the end user technology team which includes delivering and meeting established and agreed service levels. This will include monitoring workload and high level report reporting on key related metrics. This role will also act as technical and process escalation for the team. In consultation with IT Customer Services Manager, re-design and/or update relevant end user policies and necessary documentation for RMIT Vietnam.- Develop and upskill the team in terms of knowledge and skills to achieve measurable impact.- Lead, manage and coordinate a range of internal end user technology projects. Effectively manage and guide a diverse range of internal stakeholders, ensuring a quality customer service approach at all times.- Partner with information security to define and enforce software compliance through tools and process.- Work closely with the Senior IT Team and play a leading role in building functional excellence and growing the ongoing maturity of the IT team’s operating model.- Role model University values, and the attributes of an IT team member.

Skills and Experience- Bachelor’s degree or equivalent experience.- Minimum of 5 years of hands-on technical experience supporting end user’s technology.- At least two years of supervisory experience, with the ability to motivate and mentor team members.- Hands-on experience with Active Directory, Group policy, Windows 10+, Microsoft Office 365 suite, Azure AD, SCCM packing & deploy, Intune, PowerShell and Apple deployment tool, Papercut.- Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.- Good working knowledge of ticketing tools (ServiceNow).- Takes proactive ownership and works with sense of urgency.- Ability to provide innovative solutions to key clients across the organisation, with a focus on continuous improvement.- Team player with a strong customer service focus.- Well-developed interpersonal skills, including coordination, liaison, negotiation, and multicultural communication.- Keen attention to detail with ability to manage own time well, and prioritise competing work demands, effectively.- Excellent verbal and written communication skills in English and Vietnamese with a wide variety of stakeholders.- Demonstrated ability to work with confidential information.- Demonstrated superior knowledge and experience in using computer software such as Microsoft Word, Excel, Power Point and Access.- Ability to live up to and demonstrate our RMIT Values.

**Benefits**:
- Competitive VND salary (plus allowances) depending on proven track record in meeting all the key selection criteria.- 13th month Tet bonus + private medical insurance (for you and your dependents) + annual health check.- 20 days annual leave plus 5 days paid leave Xmas closure, plus public holidays and paid sick leave.- Free use of onsite gym- Library on campus and online - access to RMIT Australia online library

To find out more

For further information about this role, please click on the Job Description document

here

Further Info

English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum r

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