EUC Support Manager

- Experienced EUC Support Manager specializing in end-user support, IT service delivery, and team leadership.

- Opportunity to be one of our first team members in Woolworths Group India in Bangalore.

Woolworths Group India is partnering exclusively with Zinnov Group to recruit for this position.

About the role:

To provide support excellence, service availability and performance for all End User Computing devices for the Woolworth Group. Provide face to face and remote technical experience and resolution for user computing devices, whilst working closely with Product Owners for the supportability of user devices and needs Management of Tech Centres across all our office sites in Australia, including incident & problem management whilst working with Product Owners and Support Teams for resolution.

What you'll do:

- Managing all aspects of a team of End User Computing Technicians to ensure they provide a high quality customer experience to all users.

- Appropriate escalation of staff issues to ensure an outcome that aligns with WW ways of working.

- Setting of department priorities in line with team member (customer) and Group IT requirements.

- Relationship management with the leadership teams of the local support offices.

- Managing high severity or long running incidents and problems to minimise impact to the business.

- Providing local knowledge, guidance and resources to national projects.

- Providing quick response to local IT infrastructure problems, resolving access issues and liaising with partners for provision of Wireless/LAN/WAN resolutions.

- Work closely with Product Owners on the supportability of EUC devices, Network capability and user requirements.

- Assisting with the setting and maintaining of departmental strategies, budgets, best practice processes and KPIs.

- Liaising with vendors ensuring that consistency of service and price competitive solutions are provided.

- Management and reporting of staff resources including yearly appraisals and project tracking.

- Staff recruitment.

- Liaising with customers on a regular basis ensuring that their needs are being met, and that any shortfall is managed, and if required reported accordingly.

- Manage technical assistance requests to local business units with projects requiring IT involvement.

- Implement and support Nationally developed IT policies, Standards and initiatives across all local IT systems and platforms.

- Managing and owning the planning and delivery of new initiatives.

- Collaboration in the planning and delivery of new quarterly initiatives across the whole of EUC.

- Escalation point for the team business hours and after hours.

What you'll bring:

- IT Service Operations (e.g. ITIL) required.

- Relevant degree qualification or equivalent.

- Tertiary qualified or equivalent industry experience.

- Experience in leadership roles managing and developing customer support technicians.

- Operational or project delivery experience working with IT service providers and other stakeholders.

- 1-5 years relevant experience in Desktop Computing.

- 1-3 years relevant experience as in Service Desk operations.

- 3-5 years experience of managing or leading a team.

What youll experience:

- Be a part of Australias largest retailer.

- Constant mentoring and training provided.

- Generous performance based bonus.

- 20 days annual leave.

- A flexible approach to work.

- Premium insurance coverage for you and your dependants.

Everyone belongs at Woolworths Group:

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our teams diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

Your Personal Data:

By submitting your application, you acknowledge and consent to Zinnov Management Consulting Private Limited and its subsidiaries (Zinnov) and/or Woolworths Group Limited and its subsidiaries (Woolworths Group) collecting, processing and disclosing your personal information, including any sensitive personal information provided by you, for the purposes of managing the recruitment process, assessing your suitability for employment, communicating with you regarding your application, and, where appropriate, considering you for future employment opportunities, to the extent relevant. If your application is successful, Zinnov and/ or Woolworths Group will also use your personal information, including sensitive personal information, for managing your ongoing working relationship.

Your personal information will be handled, in accordance with applicable privacy laws.

To learn more about how we collect, use, disclose and safeguard your personal information, including your privacy rights, please refer to the Zinnov Privacy Policy and Woolworths Group Team Member Privacy Notice.