Manager, End User Computing

• Manage, Support and provide consultancy for M365 technologies including Intunes, Azure AD, M365 applications like Teams, Outlook, Sharepoint, Onedrive.
• Manage all aspect of end user computing experience related to Teams and telephony systems.
• Oversee the development and maintenance of telephony systems including hardware, software and services, ensuring telephony systems comply with organizational policies, industry standards, and security protocols.
• Collaborate with other IT leaders to ensure that end user computing systems integrate with other IT Systems and Infrastructure.
• Work with key stakeholders to understand their end user computing needs and develop solutions that meet those needs.
• Manage and resolve telephony-related incidents and service requests, ensuring timely and effective resolution.
• Manage and execute system upgrades (including telephony), migrations, and other related projects, coordinating with cross-functional teams to ensure successful implementation.
• Collaborate with system vendors to manage contracts, service agreements, and support escalations.
• Standby support after office hours for incident response, with activation for major incidents.
• Maintain comprehensive documentation of telephony systems, processes, and procedures. Generate regular reports on system performance and support activities.
• Stay up to date with industry trends and developments in end-user computing technology and incorporate them into the organization’s strategy.
• ​​Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• ​Highlights any potential concerns /risks and proactively shares best risk management practices.​

• A Bachelor’s degree or Professional Degree in Computer Science / IT or equivalent.
• At least 5 years of relevant experience with end user computing and telephony system support, with a on Avaya and/or DeltaPath systems or other PABX systems.
• Excellent application and IT infrastructure troubleshooting skills using various toolsets. Understanding of system architecture and technology is necessary.
• Experience working with multiple teams (business, IT application and infrastructure teams) for incident recovery and preventive measures.
• Strong discipline, planning and execution skills for working independently.
• Good knowledge of end-user computing systems and technologies like Microsoft O365, Active Directory, email, unified communications including hardware and networking.
• Strong and factual communication skills and able to manage situations/conflicts and influence others.
• Good analytical skills and a creative approach to problem solving and provide options and solutions.
• Knowledge of security and compliance requirements are a plus.
• High level of integrity, takes accountability of work and good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.​

Great Eastern