End User & Output Services Manager | IT Recruitment

Role Purpose:

This role will be responsible to manage the team and multiple outsource vendors to deliver a service centric end user capability.

The role will also be responsible:

  • for the computing and output services to the company clients.
  • to drive continual service improvement programs, maintaining, and improving ongoing quality and Innovative services. This will include, but is not limited to, automation & self-service capabilities, end user training, skills upliftment, design approvals, quality control of all testing and lab\dev work (automation\images) done within this service.


What will make you successful in this role?

  • Provide end user computing and output support to BAU and Business Projects
  • Coordinate improvement with service owners to identify optimization opportunities
  • Define key performance indicators (KPIs) for the End User Support (EUS) staff aligned with the Head of Service Desk and Service Management vision and strategy.
  • Manage device refresh in line with the company policies and schedules
  • Ensures quality assurance on all testing and maintenance carried out in the EUS and Output Devices.
  • Creation and management of the EU & OS BAU budget and project budget to ensure costs are contained and managed.
  • Ensure EU & OS policies are documented, understood, and approved
  • Development of a plan to optimize, standardize and automate services to reduce costs and provide a more agile service
  • Coordinate all audit requirements and documentation related to the EU&OS Communications
  • Regularly interface meetings with Business and feedback into GTI management and related forums
  • Develop and communicate a consolidated risk register and a mechanism to provide feedback to management and clients on mitigation and escalations
  • Regularly report on progress of initiatives and service improvements to management
  • Manage
    • SLA’s with the various Service Providers
    • Service providers to contracted deliverables, volumes, and rates
  • Responsible for EU&OS Release Management and Security Patching & Third-Party Patching of endpoints
  • Communicate quality improvement goals and vision and alignment with budgets
  • Coordinate training and skills upliftment for the EU&OS staff
  • Coordinate the relationship between vendors and the EUS resources
  • Communicate people management matrix on an ongoing basis. This should include, training schedules, BEE targets, key man dependencies and succession planning and critical skills shortages.


Additional requirements:

  • Matric
  • Post matric qualification in the field of Computer science or IT Management preferred.
  • A minimum 10 years’ overall experience as End User Support Manager is preferred, with the last 3 in same or similar role.
  • Certification Requirements:
    • ITIL Education and/or Certification (At least ITIL3) preferred


Qualification and Experience

  • Degree or Diploma with 10 to 12 years related experience.


Knowledge and Skills

  • Information system delivery service
  • Project Oversight
  • Business Requirements definition
  • Risk management
  • Service Level Agreements and management


Personal Attributes

  • Organisational savvy – Contributing strategically
  • Manages complexity – Contributing strategically
  • Plans and aligns – Contributing strategically
  • Optimises work processes – Contributing strategically


Core Competencies

  • Cultivates innovation – Contributing strategically
  • Customer focus – Contributing strategically
  • Drives results – Contributing strategically
  • Collaborates – Contributing strategically
  • Being resilient – Contributing strategically
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