Assistant Director, Group Digital & Technology

Job Summary

The EUC Lead is responsible for managing the daily operations of the IT helpdesk, ensuring high-quality technical support is delivered efficiently to end-users. This includes overseeing outsourced vendors and leading a team of internal EUC IT associates, implementing support processes, ensuring SLA compliance, analyzing performance data, and contributing to initiatives that enhance user experience as such Modern Workplace & Collaboration. This role is also responsible for overseeing the deployment, management, and optimization of Microsoft 365 services to enhance productivity and collaboration across the organization, ensuring seamless operation and security of the Microsoft 365 environment. 

Job Description

Leadership And Team Management:

• Lead and mentor a team of IT professionals responsible for Microsoft 365 services and IT helpdesk.
• Foster a collaborative and customer focused culture within the team.
• Set performance goals, conduct reviews, and provide training.
• Oversee outsourced vendors to ensure SLA compliance.
• Schedule and staff helpdesk operations, including after-hours support.
• Manage helpdesk budget and optimize resource allocation.
• Align helpdesk operations with broader organizational goals. 

Helpdesk Operations & Technical Support:

• Supervise daily helpdesk activities and ticket resolution.
• Ensure prioritization of tickets based on urgency and impact.
• Collaborate with vendors to refine helpdesk processes.
• Monitor KPIs and SLAs, and address performance gaps.
• Maintain compliance with IT policies and manage IT asset inventory.
• Provide hands-on support for complex or high-priority issues.
• Act as an escalation point for the helpdesk team.
• Ensure team members have the tools and knowledge to resolve issues.
• Coordinate with external vendors and service providers for the integration of third-party services and applications with Microsoft 365. 

User Experience:

• Serve as a liaison between helpdesk and other IT teams.
• Microsoft 365 Administration: Oversee the deployment, configuration, and maintenance of Microsoft 365 services, including Exchange Online, SharePoint, Teams, and OneDrive.
• Ensure optimal performance & availability of services.
• Collaboration and Productivity Enhancements. Implement and manage collaboration tools and solutions to enhance productivity across the organization. 
• Ensure the Microsoft 365 environment adheres to corporate security policies and compliance requirements. Implement data loss prevention (DLP), eDiscovery, and retention policies.
• Develop and deliver training programs to enhance user proficiency with tools implemented. 
• Lead or support IT projects impacting end-user support. 

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Key Qualifications & Competencies

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Advanced certifications such as Microsoft Certified: Enterprise Administrator Expert or Microsoft Certified: Security Administrator Associate are preferred. 
• Minimum of 8 years of IT support experience, with 5+ years in a managerial role. 
• Minimum of 5 years of experience in managing and supporting Microsoft 365 services.  
• Proficiency in helpdesk systems, remote support tools, and ITSM frameworks (e.g., ITIL). 
• Experience in providing VIP support to senior executives is highly desirable. 
• Proficiency in Microsoft 365 administration, including Exchange Online, SharePoint, Teams, and OneDrive. Strong knowledge of security and compliance features within Microsoft 365. 
• Proficient in communications and video conferencing tool.  
• Experience managing IT budgets and resources. 
• Ability to manage multiple tasks and projects with attention to detail. 
• Proven experience in leading and managing IT teams.  
• Excellent communication and interpersonal skills. 
• Strong analytical and troubleshooting abilities. Ability to resolve complex technical issues efficiently. 
• Commitment to providing high-quality support and service to end-users, especially senior executives. 
• Willingness to stay updated with the latest trends and technologies.