Head of Regional EUC Support

Company Description

Dentsu International is a modern marketing solutions company. Our mission is to help clients navigate, progress and thrive in a world of change. Businesses rely on our integrated network of agencies and specialized practices to champion meaningful progress through creative, media, commerce, data, and technology. Part of Dentsu Group, our global network comprises 66,000 diverse people in 143 countries, who are dedicated to teaming for growth and good. Some of our award-winning agencies include 360i, Carat, dentsumcgarrybowen, DEG, dentsuX, iProspect and Merkle. Follow us on Twitter @DentsuUSA and visit dentsu.com/us.

Part of Dentsu International, Dentsu Creative is a Global Creative Network that transforms brands and businesses through the power of Modern Creativity. Led by Global Chief Creative Officer Fred Levron, 9,000 experts across the globe work seamlessly together to deliver ideas that Create Culture, Shape Society and Invent the Future. Dentsu Creative was launched in June 2022 to address a client need for simplicity and will be Dentsu International's sole creative network by the end of 2022.

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Job Description

As part of dentsu’s Global Technology Transformation program, the technology team require an experienced EUC support lead to join our Americas technology team. You will report to the regional IT Director and be matrixed into the Global EUC Director.

You will manage a 3rd line team of up to ten people, supporting the Americas region. You will support end-users focusing on EUC services, such as O365 (Email, SharePoint, Teams and Power Platform), AD, Azure AD, Intune, SCCM, Azure Virtual Desktop and Citrix.

You will work with and be an extension of the Global EUC Engineering team who own the EUC global platforms. They will support you with knowledge, changes, major incident management and ticket escalations.

Although you will be primarily support-focused, there will be scope to work on projects such as Mergers and Acquisitions migrations, new feature or service rollouts and more.

This is a hands-on technical role, although you will not be required to be proficient across all EUC services. In-depth hands-on experience managing O365 and AD is a MUST.

Responsibilities:

• Ensure the successful support and resolution of incidents and escalated issues for EUC (End-user Computing) services within a Service Management framework, following agreed standards and service levels.

• Support the delivery of technological changes across EUC services, ensuring global services are maintained and processes are followed in accordance with Global EUC documentation.

• Represent EUC services in Change Advisory Board meetings for the Americas region.

• Develop and manage the regional EUC team, promoting collaboration, continuous improvement, and a practice of support excellence.

• Identify service improvements and work with the EUC Engineering team to review and implement them.

• Collaborate with the EUC Engineering team to create knowledge base articles and shift tasks to the Service Desk or End-user Services teams.

• Ensure the successful adoption of new solutions into service, ensuring operational support.

Objectives:

• Resolve incidents and service requests for EUC services within the regional EUC team, escalating to the EUC Engineering team only when necessary.

• Promptly resolve tickets according to the SLA Framework.

• Ensure adherence to EUC policy and standards within the regional EUC team.

• Provide necessary resources and technical capability to the regional EUC team.

Teamwork, Teaching & Learning Support:

• Provide technical leadership, coaching, mentoring, and support to individuals within the regional EUC team, helping them achieve their goals and objectives.

• Conduct quarterly performance development reviews and ensure team members are trained and equipped.

Qualifications

Qualifications

Knowledge/Skills:

• Excellent troubleshooting skills.

• Excellent knowledge across the Microsoft stack and O365 suite (Messaging, SharePoint, Teams, and Office Apps).

• Good understanding of managing Windows and Mac endpoints.