Overview
End User Computing Manager is required to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Williamstown, with potential duties at other locations across the organisation. The role provides End User Computing configuration and design services to clinical and non-clinical users, with a focus on digital medicines management. The team covers Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. Hybrid working is available where service needs allow.
Main duties
To support ongoing ICT infrastructure developments within CTM, implementing solutions aligned to EndPoint Management, Desktop Modernisation and Cloud adoption for core productivity suites. The post holder will support the use of the Health Board\'s End User Computing functions in other teams and adopt/integrate existing and emerging technologies in a secure and efficient manner while maintaining operational stability. You may be required to support users as part of a programme to transform how End Users engage with ICT Services.
Responsibilities
* Provide timely specialist advice on EUC solutions and related technology to deliver service requirements, supported by awareness of emerging technologies.
* Provide direction to end users on technical approaches and solutions.
* Develop relationships with front end services and clinical teams; act as escalation point for incidents and requests as part of a team triage arrangement.
* Liaise with ICT departments, other Health Boards and national teams to prioritise incidents and requests within a multi-disciplinary approach.
* Provide complex technical advice and judgments on EUC specification and configuration.
* Act as EUC team lead/subject matter expert for key technical systems (e.g., Endpoint configuration, Systems Management, Cloud SAAS, Directory Services, Licensing, and related areas).
* Ensure expert knowledge is underpinned by training and practical EUC support experience.
* Manage EUC deployments including testing, installation, commissioning and replacement in line with Health Board procedures.
* Monitor EUC infrastructure daily, addressing errors and breaches; manage access to secure file storage and train staff as required.
* Support investment decisions aligned with team objectives and departmental strategy.
* Plan and manage the impact of complex changes across clinical and non-clinical areas using project management, change control and communication.
* Promote ITIL best practices within the department (Configuration, Change and Release Management, Availability and Capacity Management, Continual Service Improvement).
* Understand and support Cloud and user/device licensing requirements; have advanced skills in database manipulation and system configuration with high accuracy requirements.
* Develop the UHB approach to Joiners, Movers and Leavers and support improvement programs in this area.
On-call and professional duties
* Participate in the on-call service as required, in line with Agenda for Change terms and conditions.
* Assist patients during incidental contact in the care environment where applicable.
* Support IT Security Manager and Information Governance Manager by ensuring training, rights, and security policy compliance for all users.
* Contribute to cyber-security strategies through risk-based approaches and use of relevant tools.
* Fulfil health and safety and risk management responsibilities; support asset specification and procurement in EUC and ensure license compliance.
* Work autonomously and deliver services to agreed standards within Health Board policies.
Person specification
Essential qualifications/knowledge
Relevant BSc or equivalent experience with postgraduate level knowledge. Desirable Microsoft qualifications and ITIL Foundation.
Experience
Essential: Significant experience setting up EUC devices at enterprise scale; experience with core Microsoft solutions and end-user support.
Desirable: Experience with EUC and application environments including Office 365, WSUS, AD management, GP, File Services, Printing, Teams, Citrix, SCCM, Intune, and AV solutions.
Personal qualities
Able to relate to all levels of the organisation; good interpersonal skills; self-starter with ability to work under resource constraints and deadlines.
Other requirements
Able to meet physical demands and travel to UHB sites; willing to work flexibly and participate in on-call rota.
Aptitudes and abilities
Ability to produce high-quality documentation, strong presentation and communication skills, good problem-solving abilities, and advanced keyboard skills; Welsh language skills at Level 3+ are desirable.
Additional information
This post is fixed term until 31/03/2026. The employer is Cwm Taf Morgannwg University Health Board, Williamstown Information Hub, Tonypandy, CF40 1AG. See the employer website for more details.
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