Post End User Computing (EUC) Manager

Confidential Jobs; Metro Manila; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Job summary

Confidential Jobs is seeking a Post End User Computing (EUC) Manager to oversee operational IT support across the company. You will manage hardware, infrastructure, applications (POS, ERP, Office 365, BI), and vendor services, ensuring SLA compliance and effective incident/problem management.

You will lead UAT and end-user training while delivering BAU and ad hoc reports. The role covers vendor coordination, service delivery improvements, and cross-functional stakeholder communication.

Qualifications

• Bachelor’s Degree in IT, MIS, Engineering, CS or related field.
• At least 4 years of IT desktop/laptop support experience.
• Experience in incident and problem management, and request fulfilment.
• Willing to work in Ortigas, Pasig in a hybrid setup.

Responsibilities

• Oversee daily operation of IT services.
• Manage IT hardware, infrastructure and security service delivery.
• Coordinate end-user support for key business apps (POS, back-office, ERP, O365, BI).
• Lead vendor activities and governance for service delivery.
• Prepare BAU and ad hoc reports.

Skills

IT support

Incident management

Problem management

Request fulfilment

Vendor management

SLA governance

UAT

User training

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ITIL Certification

Job description

The Post End User Computing (EUC) Manager is responsible for overseeing operational Business Technology / Information Technology support across the company, including key business application systems, hardware, infrastructure, security, and other technology initiatives requiring proactive and focused technical support. This role manages and coordinates vendor activities delivering IT services, including monitoring compliance with Service Level Agreements (SLAs). It also ensures end-user support and education for operational systems, as well as the preparation of both business-as-usual (BAU) and ad hoc reports.

Service Management

• Ensures the efficient and effective daily operation of IT services.
• Manages IT hardware (desktops and laptops), infrastructure, and security service delivery processes.
• Owns end-to-end operational support, including incident management, problem management, and request fulfilment, as well as support for key business applications such as POS and back-office systems, ERP, timekeeping systems, delivery platforms, Microsoft Office 365, Business Intelligence/Analytics platforms, ad hoc reporting, and future systems.
• Serves as an escalation point for managed service vendors and takes on a broader customer service responsibility.
• Ensures proper documentation and execution of agreed plans, procedures, and policies in delivering services to internal customers.
• Implements practices to improve first-call resolution, enhance customer experience, and strengthen internal relationships.
• Collaborates with country BT/IT teams to develop, enforce, and document standards and procedures.
• Conducts User Acceptance Testing (UAT) and provides end-user training.
• Establishes and coordinates the IT service delivery team (primarily composed of country-based vendors) and supports vendor evaluation.
• Leads and supervises vendor activities related to service delivery.
• Facilitates regular meetings with service delivery team members and vendors.
• Submits periodic reports to management on team performance, customer complaints, and feedback.
• Conducts regular vendor performance reviews.
• Reviews SLAs and vendor KPIs during weekly governance meetings with the service delivery team.

Stakeholder Management

• Supports immediate supervisors and country or regional management in decision-making to enhance service delivery and customer satisfaction.
• Communicates effectively with all stakeholders involved in service delivery, including team members, customers, and senior management.
• Builds and maintains strong relationships with customers and potential stakeholders.

People Management and Development

Performance Management

• Ensures delivery of commitments and achievement of objectives.

People Development

• Works with immediate supervisor on development plans and implementation.

Others

• Performs other job-related tasks or assignments to support personal development and improve operational efficiency.

Job Qualifications

• Bachelor’s Degree in Information Technology, MIS, Engineering, Computer Science, or related field
• At least 4 years of experience in IT desktop/laptop support
• Experienced in incident and problem management, and request fulfillmentITIL Certification is an advantage
• Willing to work in Ortigas, Pasig (Hybrid Work Setup)