Experience : 10 + years Key requirements:Assist with the implementation of strategies, policies, and procedures to ensure the quality, efficiency, and security of the workplace technology services, and comply with the relevant standards and regulations.Monitor and evaluate the performance and satisfaction of the workplace technology services by tracking and reporting on ServiceNow SLAs, ensuring that they meet the agreed-upon service level agreements with the business. Identify and resolve any issues or gaps.Ensure continuous process improvement and service level standard to achieve optimal efficiency, increase productivity and meet high customer expectation and satisfaction.Stay updated on the latest trends and best practices in workplace technology, and recommend and implement improvements and innovations that enhance the employee experience and productivity.Maintain the Workplace Technology SharePoint site with up to date end user documentation as approved by the Workplace Technology Service Manager.Maintain register of Workplace Technology end-of-life and end-of-support software, platforms, hardware and vulnerabilities.In depth operational experience in a large and complex environment involving:Windows 10 and 11 Operating systemsEnd user Citrix environmentsIntune MDM for MacOS, Android, iOS and iPadOSMicrosoft 365 suiteConfiguration Manager and Intune co-managementJamf and MacOS managementLiaise with the business stakeholders to contribute to root cause analysis for workplace technology items.Review and document existing systems, processes, and standards. Maintain documentation as changes are made. Assist to identify technologies which will improve customer satisfaction, reduce cost, or improve efficiency.Assist with 3rd level escalations from IT service desk and desktop support operations teams.Raise and monitor Workplace Technology changes in accordance with change management policies and processes.Provide monthly reports to the Workplace Technology Service Manager and Director, Workplace Technology. Ensure annual security compliance activities are actioned and reported back to the Workplace Technology Service Manager.Provide summary reporting on Microsoft 365 changes which may affect the organisation as well as new features and functions which may benefit the business.
Job Title
Service Manager - Workplace