IT Site Operations Manager

Responsibilities

• Operational Management
• Lead the day-to-day delivery of End User Computing services across multiple operational sites.
• Ensure compliance with contractual Service Level Agreements (SLAs), KPIs and operational governance requirements.
• Manage Major Incidents and coordinate cross-functional technical teams to ensure timely service restoration.
• Drive continual service improvement initiatives through trend analysis, root cause reviews and operational planning.
• Team Leadership
• Lead, mentor and manage Team Leads, Desktop Engineers and support personnel.
• Conduct manpower planning, workload allocation, coaching and performance management.
• Support recruitment, onboarding and workforce development initiatives.
• Customer & Stakeholder Management
• Serve as the primary operational contact for customer stakeholders.
• Conduct operational review meetings and present service performance reports.
• Manage customer escalations and implement corrective actions where required.
• Asset & Service Governance
• Oversee lifecycle management of end-user computing assets.
• Ensure inventory accuracy, asset governance and compliance with operational procedures.
• Work closely with procurement and internal support teams on equipment planning and deployment.
• Reporting & Continuous Improvement
• Prepare operational dashboards, management reports and executive presentations.
• Analyse service trends and recommend initiatives to improve operational efficiency and customer satisfaction.

Requirements

• Applicants should possess:
• Degree or Diploma in Information Technology, Computer Science or a related discipline.
• At least 10 years of relevant experience in Enterprise End User Computing, Desktop Support or IT Operations.
• At least 5 years of experience leading technical support teams
• Proven experience managing 20 or more IT support engineers in a structured enterprise environment.
• Demonstrated experience supporting multi-site IT operations comprising more than 100 operational locations.
• Experience managing services supporting large enterprise or public sector organisations.
• Experience leading customer operational reviews and presenting service performance reports to management.
• Strong knowledge of:
• Desktop Support Operations
• Service Delivery Management
• Major Incident Management
• ITIL-based Service Management
• Microsoft Windows Enterprise
• Microsoft 365
• Active Directory
• Endpoint Device Management
• Asset Lifecycle Management
• IT Service Management platforms (e.g. ServiceNow, BMC Remedy or equivalent)
• Demonstrated experience in manpower planning, recruitment, coaching and performance management.
• Strong analytical, communication and stakeholder management skills.
• The following will be advantageous:
• ITIL Foundation Certification (or higher).
• Experience supporting large-scale Government, Healthcare or Research environments.
• Experience leading operational transitions and service transformation initiatives.

Additional Information

We are seeking an experienced IT Site Operations Manager to lead End User Computing (EUC) operations within a large-scale enterprise environment. The successful candidate will be responsible for operational leadership, customer engagement, service delivery governance and the management of multiple onsite support teams across a geographically dispersed environment.

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Company Intel

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