End User Technology Lead

The Role
This position is accountable for leading the technology team that supports the enterprise technology for end users ( staff & students). The scope includes managing end user related technology: education hardware & software, Printing service, end user's devices management & software package deployment. This role will also be responsible for driving continuous improvement through automation, defining and operating end user technology.
Your Responsibilities

• Specialist technology lead of the IT Customer Service team for the enterprise software and hardware that serve end users (Papercut, Windows / Apple management & deployment tool (SCCM / intunes), Citrix VDI, Office 365 suite, Adobe suite, etc..)
• Manage and oversee the day-to-day operations of the end user technology team which includes delivering and meeting established and agreed service levels. This will include monitoring workload and high level report reporting on key related metrics. This role will also act as technical and process escalation for the team. In consultation with IT Customer Services Manager, re-design and/or update relevant end user policies and necessary documentation for RMIT Vietnam.
• Develop and upskill the team in terms of knowledge and skills to achieve measurable impact.
• Lead, manage and coordinate a range of internal end user technology projects. Effectively manage and guide a diverse range of internal stakeholders, ensuring a quality customer service approach at all times.
• Partner with information security to define and enforce software compliance through tools and process.
• Work closely with the Senior IT Team and play a leading role in building functional excellence and growing the ongoing maturity of the IT team's operating model.
• Role model University values, and the attributes of an IT team member.