Collaboration and EUC Support Services Manager (Durban North) at Aspen Pharma Group

JOB PURPOSE:

• The Group Specialist – Collaboration & EUC Services is responsible for the support, governance, and operational excellence of the Group’s collaboration platforms and end-user computing services. This role ensures employees across all business units have secure, reliable, and productive digital workplace capabilities—covering collaboration tools, endpoint management, device services, productivity applications, and user experience. The manager acts as a subject matter expert (SME), driving standardization as designed by the platform owner, adoption, and continual improvement of collaboration and workplace technologies in alignment with security, compliance, and business objectives. In addition, the role is responsible for leading, mentoring, and developing a geographically distributed team of EUC engineers, maintaining close operational engagement, guiding junior resources, and ensuring consistent service quality across regions.

KEY PERFORMANCE AREAS:

Support & Operations

• Provide first and second-line support for collaboration services including Microsoft Teams, SharePoint Online, Outlook, OneDrive, and other M365 tools as well as web hosting technologies.
• Troubleshoot and resolve incidents and service requests related to collaboration platforms via the ITSM system (e.g., ServiceNow).
• Act as the escalation point for collaboration-related issues from Service Desk and other IT support tiers.
• Coordinate with internal and external vendors to ensure the availability and stability of collaboration and EUC services.
• Provide support for Teams Telephony, including call routing, user setup, number assignment, and troubleshooting.
• Manage service configurations: Teams policies, meeting and voice settings, SharePoint/OneDrive controls, Exchange Online hygiene, and productivity integrations aligned with the platform owner guidance.
• Participate in projects as assigned by the platform owner.
• Implement asset management practices and ensure the successful implementation thereof
• Support meeting and conferencing technologies, ensuring seamless performance across platforms.
• Own EUC service delivery across endpoints (Windows/macOS), mobile devices (iOS/Android), and user productivity tooling.
• Ensure standard endpoint builds and images, device compliance baselines, application packaging, and deployment.
• Manage or coordinate EUC components such as VDI/DaaS, remote access, printing services, and peripheral support (as applicable).
• Own end to end EUC asset lifecycle management, including request, procurement coordination, deployment, refresh, return, and disposal. 
• Ensure asset records are accurate and maintained within the authorised asset management and ITSM tools. 
• Enforce standards for device allocation, stock holding, spares, and regional asset handling. 
• Ensure compliance with financial, audit, and security requirements related to endpoint assets. 
• Partner with Finance, Procurement, and Security to manage asset controls, cost optimisation, and risk exposure.

Administration & Governance

• Administer and manage Microsoft 365 collaboration tools including Teams, SharePoint, OneDrive, and Exchange Online.
• Administer WPEngine and related technologies.
• Implement and maintain governance, compliance, and security policies for collaboration platforms (e.g., data retention, access control, external sharing policies) as designed and approved by the platform owner.
• Manage user permissions, team and site provisioning, naming conventions, and lifecycle policies.
• Administer and manage Adobe platforms, including Adobe Sign and Adobe Creative Cloud products, ensuring license compliance and user support.
• Assist in license management and capacity planning for collaboration services.
• Ensure collaboration environments are aligned with IT and data protection standards.
• Act as the Group operational SME for collaboration and EUC services, providing expert input into design decisions, standards, incident resolution, and roadmap assessments. 
• Translate platform owner strategy and standards into day to day operational practices, configurations, and support models. 
• Represent collaboration and EUC services in technical forums, audits, and cross functional working groups.

User Enablement & Adoption

• Assist in driving user adoption through training, awareness campaigns, and onboarding of new features.
• Develop and maintain user-facing documentation and knowledge articles (FAQs, guides, how-to videos).
• Conduct user training sessions and one-on-one support where needed.
• Collaborate with HR, Internal Comms, and Business Units to integrate collaboration tools into daily operations.
• Champion best practices in digital collaboration and productivity.
• Guide and coach junior team members to grow and be effective.

Continuous Improvement & Reporting

• Monitor platform usage, performance, and user satisfaction using built-in analytics and reporting tools.
• Ensure housekeeping is done on collaboration applications.
• Identify opportunities for automation, integration, and workflow optimisation within collaboration platforms.
• Participate in the planning and rollout of new collaboration technologies and features.
• Stay up to date with Microsoft 365 roadmaps and assess potential business impact.
• Provide regular reports to management on service performance, adoption, and incidents.

People Leadership and Team Effectiveness

• Lead and manage a distributed team of EUC engineers across multiple countries and time zones. 
• Maintain regular operational engagement with team members through structured check ins, coaching, and remote working practices. 
• Provide technical guidance, mentoring, and hands on support to junior engineers to build capability and confidence. 
• Set clear performance expectations, objectives, and development plans aligned to service outcomes and individual growth
• Foster a collaborative, accountable, and service oriented team culture, despite geographical dispersion. 
• Actively identify skills gaps and contribute to training plans and role progression within the EUC and collaboration function.

Requirements

• Matric / Grade 12
• B.Com / BSc. Computer Science or equivalent work experience
• Current industry certification (i.e., ITIL, COBIT, GxP, GAMP etc.)
• Microsoft 365 certifications.
• Sharepoint Administrator / Collaboration certifications 
• In-depth knowledge and hands-on experience with Microsoft 365 ecosystem
• 8-10+ years of experience in collaboration platforms and EUC service delivery in an enterprise environment.
• Strong technical knowledge of Microsoft Teams, SharePoint Online, OneDrive, Exchange Online, and related M365 services as well as internet site hosting (e.g. WPEngine) administration and security.
• Advanced experience with endpoint management and EUC tooling (Intune, Autopilot, MECM/SCCM, endpoint security baselines).
• Strong understanding and hands on experience of ITIL service management practices (Incident, Problem, Change, and Service Request).
• Strong troubleshooting skills in conferencing tools and messaging platforms
• Ability to configure collaboration tools, manage permissions and governance policies
• Ability to influence stakeholders and drive adoption through change management.
• Strong expertise in digital workplace technologies and enterprise collaboration governance
• Exposure to automation and integrations within Microsoft 365 or other platforms
• Vendor management and cross-functional collaboration (Security, Network, IAM, Applications).
• Proven experience in asset management practises and the practical implementation thereof
• Proven experience in team management (especially remote) with strong mentorship and coaching skills to grow and empower junior team members.