Practice Manager - Infrastructure and Cyber Security
Are you an experienced IT leader with a passion for delivering seamless end-user technology experiences? We’re partnering with a highly successful retail organisation seeking a seasoned EUC Manager to lead their end-user computing function across Australia and the wider Asia Pacific region. This leadership role is responsible for ensuring the stability, availability, and performance of end-user technology services across a large and diverse business network that spans over 500 stores, warehouses, and offices. You’ll manage a team of skilled technicians, oversee escalations, drive process improvement, and champion best practices in service delivery.
Key Responsibilities
- Act as the escalation point for complex incidents and service issues, ensuring timely resolution within SLAs.
- Lead end-to-end ITSM practices across incident, problem, request, and change management.
- Develop and maintain operational documentation, SOPs, and knowledge bases.
- Oversee monitoring, reporting, and analytics to track service performance and identify improvements.
- Manage the lifecycle of end-user devices, software, and peripherals.
- Ensure compliance with governance and security standards, including SOX, patching, and licensing.
- Collaborate with internal stakeholders, project teams, and vendors to align EUC services with business needs.
- Provide strategic direction for EUC technologies, ensuring scalability and readiness for future growth.
About You
- 5+ years’ experience in a senior IT management role, with proven success leading technical support teams.
- Strong knowledge of end-user computing platforms including Windows OS and iOS.
- Skilled in ITSM frameworks and tools (ServiceNow experience highly regarded).
- Experienced in incident escalation, vendor management, and stakeholder engagement.
- Background in managing hardware/software rollouts and lifecycle management.
- Excellent leadership, communication, and problem-solving skills.
- Tertiary qualifications in IT or a related field preferred.
Why You’ll Love This Role
- Join a stable, growing business with a national footprint.
- Work with an organisation that values innovation and continuous improvement in IT services.
- Opportunities to make a significant impact on service delivery standards across multiple regions.
- Supportive culture that encourages collaboration, development, and career progression.
- Competitive remuneration and benefits package.
Unfortunately due to a high volume of applicants only those who are suitable will be contacted.
Melbourne, Victoria, Australia
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