Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Responsibilities
The End User Computing Operation Lead will be responsible for overseeing and managing all aspects of Regional end user operations. This including managing support staff, ensuring efficient and effective delivery of services to end users, and continuously improving process to enhance user satisfaction.
- Provides guidance and support to team members to help them to achieve their goals.
- Manage and supervise a team of printing support staff providing guidance, training, and support as needed.
- Responsible in developing and implement operational procedure to optimise printing deployment, processes and improve efficiency.
- Ensure timely and effective resolution of end user issues and requests.
- Monitor service levels and take proactive measure to address any issues or bottlenecks.
- Continuously review and improve service delivery process and enhance efficiency and effectiveness.
- Monitor user’s satisfaction levels and identify areas of improvement.
- Gathering of feedbacks from end users and perform improvements in service delivery.
- Strong in managing relationships with third-party vendors and service providers.
- Strong in negotiate contracts and agreements with third-party and service providers as needed.
- Keep abreast of new technologies and tool that can improve in end user support and operations.
- Responsible for performance monitoring, troubleshooting, and tuning for end user workstations and printers.
Requirements
The ideal candidate must be a 'hands-on', well organised, user-journey focused, and self-driven as this is a fast-paced and highly technical environment. Someone wanting to learn and grow with an organisation will thrive in this role. The role requires excellent prioritisation, responsiveness, and customer service, along with excellent verbal and written communication skills.
- Requires five or more years of related technical desktop support or IT Service Delivery function; and managerial experience leading infrastructure and helpdesk teams supporting all areas of desktop, laptop, and printers in local and wide area networks and branch locations.
- Experience with common desktop, mobile and network technologies including Windows, Mac OS, Android, iOS, Active Directory, SCCM, DHCP, TCP/IP, VPN, and cloud computing services such as Office 365
- Experience in Windows 10/11 and Mac OSX
- Strong in troubleshooting and resolving technical issues related to printing equipment, printers, copiers and scanners.
- Demonstrated knowledge of fiscal matters including budget development, forecasting and variance analysis.
- Knowledge of program and project management methodologies and tools; track record of success in managing IT projects; effective problem-solving abilities; motivated to develop creative solutions to common processes or problems.
- Skill to develop project plans, resource requirements and project cost estimates; ability to deliver projects within budget.
- Demonstrated experience in managing and supervising staff including hiring, performance management, development, and counselling. Experience in working in banking environment.
- Possess the verbal and written communication skills to work effectively with technical and non-technical personnel at various levels in the organisation.
- Bachelor’s degree in computer science, Information Systems, or Engineering (or similar) OR combination of relevant professional experience and education.
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
