End User Lead

5 days ago

Ho Chi Minh City, Vietnam NavigosSearch Full time

**What We Can Offer**:
Summary:
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.
**Main responsibilities:

- Specialist technogy lead of the IT Customer Service team for the enterprise software and hardware thatserve end users (Papercut, Windows / Apple management & deployment tool (SCCM / intunes), CritrixVDI, 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 userpolicies and necessary documentation
- 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 stakeholder, ensuring a quality customer serviceapproach 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.

**Job Requirements**:

- Minimum of 5 years of hands-on technical experience supporting end user’s technology. At least two years of supervisory experience, with ability to motivate and mentor team members. Hands-on experience with Active Directory, Group policy, Windows 10, Microsoft Office 365 suite, AzureAD, 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 continuousimprovement. Team player with a strong customer service focus. Well-developed interpersonal skills, including coordination, liaison, negotiation, and multiculturalcommunication. 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 ofstakeholders. 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.

**Job Locations**:

- Ho Chi Minh

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