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Team Leader-End User Computing

Schroders Investment Management
Shanghai, China
Posted about 1 month ago Permanent Competitive
Team Leader-End User Computing
Job Title
Team Leader - End User Computing

Who we're looking for

We're looking for an experienced End User Support Lead with demonstrated skill and knowledge in supporting end user technologies, providing technical support and system of all types here at Schroders China. You'll bring knowledge, drive, enthusiasm, and a passion for technology and ensure the service we provide to the end users are in line with the needs of customers and business. We've got a diverse portfolio of technologies at here and your goal is to maintain and build at the highest possible levels to drive customer satisfaction and enable a technology focused working environment for our users.

About Schroders

As a global investment manager, we help institutions, intermediaries and individuals meet their goals, fulfil their ambitions, and prepare for the future. But as the world changes, so do our clients' needs. That's why we have a long history of adapting to suit the times and keeping our focus on what matters most to our clients.

Doing this takes experience and expertise. We bring together people and data to spot the trends that will shape the future. This provides a unique perspective which allows us to always invest with conviction. We are responsible for £574.4 billion (€641.7 billion/US$785.1 billion)* of assets for our clients who trust us to deliver sustainable returns. We remain determined to build future prosperity for them, and for all of society. Today, we have over 5,500 people across six continents who focus on doing just this.

We are a global business that's managed locally. This allows us to always keep our clients' needs at the heart of everything we do. For over 200 years and more than seven generations we've grown and developed our expertise in tandem with our clients' needs and interests.

*Data as at 31 December 2020.

The base
Shanghai, China.

The team
IT at Schroders are not just about technology; it's about problem solving using cutting edge technology to support the business and deliver high end solutions. We encourage innovation and value excellence. We are a global function that's managed locally, and this allows us to develop and deploy systems and processes across our international offices.

IT team based in China provides high quality end users support and operations for all infrastructure components primarily in Shanghai and Beijing office. As the EUC Lead you will to manage the local EUC team in China and working very closely with Singapore and Global teams in ensuring all the user problem were resolved on time and service level are maintained according to the SLA adhere to industry best practices and Group IT standards in China office. You will be also working with 3rd parties, suppliers, and other Schroders teams to achieve the visions laid out.

What you'll do
  • Overall responsibility for the delivery of all IT End User Computing Services to business users in China office (including desktop support, audio-visual, mobile device, and basic IT support)
  • Manage the provision of end user support provided by regional IT Service Desk/Desktop Support vendor (supervision desktop engineers), manage workload and coverage required to support the business including hiring.
  • Secondary support to internal staff on IT enquiries and related issues
  • Resolves customer escalation in a timely manner to avoid disruption and minimize business impact
  • Responsible for handling day-to-day IT operations and follow the defined Service management processes to ensure operations SLAs and individual KPIs are met
  • Responsible for procurement of all desktops, laptop and end user peripheral devices and specific end user software (including market data service providers)
  • Management of inventory of IT equipment using appropriate IT inventory management systems, ensure equipment and service agreements are kept under warranty/support and manage equipment refresh cycle
  • Manage and maintain software installation procedures and manuals, anti-virus software
  • Provide IT support on BCP and DR drill test, and out of hours support for testing of applications following IT maintenance weekends etc
  • Assist in infrastructure and networking related task
  • Responsible for maintaining budget for end user devices (laptops, desktops, tablets, accessories) and associated services (including data plans for mobile phones). Controls relevant cost lines to meet budgetary requirements
  • Produces and analyses management reports to allocate work, identify recurring issues and work on remediation measures.
  • Provide support on annual Global Internal Audit (GIA) on site review. To ensure information technology and management are in line with agreed strategy and in compliance with regulations and Group IT policies.
  • Manage the relationships with external vendors, ensuring contracts and service levels are negotiated and ongoing service is in line with agreed contracts
  • Drives continuous improvements initiatives locally and regionally including improving customer satisfaction
  • Assist in infrastructure, networking, and security operation related task
  • Escalate the problems to next level in ensuring the user issues are resolved promptly on time
  • Lead local team meetings and participate in regional meetings
  • Weekend work and being on-call will be required


The knowledge, experience and qualifications you need
  • At least 7 years of experience in End-User Computing technology, including IT support

1.Hardware experience

a. Lenovo laptops X and T series, HP Elite books

b. Xerox Printer and Equitrac secure printing

c. Apple iPhone & iPads

d. Basic Server and Network hardware's

2.Software / Tools

a.Windows 10, 11

b. MS Office 2016 / Office 365, Outlook & Exchange

c. Microsoft O365 suite (Teams, OneDrive, SharePoint, and others)

d. Skype for business

e. Cisco AnyConnect, Webex

f. MS Defender, Appsense or other Antivirus products

g. MobileIron, Intune or related MDM technologies

h. SCCM client & software distributions

i. Service now

j. Global Protect / Cisco AnyConnect
  • Bachelor's Degree in Computer Science, Information Systems or equivalent
  • At least 2-5 years of relevant experience in leading a team, preferably financial sector
  • Strong working knowledge in managing, developing, and implementing IT Service Management processes, methodologies, and tools
  • Experience of working within the ITIL Framework
  • Excellent verbal, written and interpersonal skills
  • Strong problem solver and able to multi-task
  • Languages - Mandarin, English both written and spoken


The knowledge, experience and qualifications that will help
  • Experience of relevant endpoint and perimeter security tools preferred, e.g. Anti-virus, DLP, firewalls, email gateway, proxy, and vulnerability management tool
  • Meeting 1-2 of the following requirements would be a plus:
  • Knowledge & Technical experience on Networking and Cloud operation
  • Knowledge & Technical experience on Information Security
  • Knowledge & Technical experience on Database administration (e.g. Oracle, SQL Server)


What you'll be like
  • A keen team player with the ability to work across time zones
  • Desire to care about the details
  • Committed to deliver innovative solutions
  • A great problem solver
  • Customer centric
  • Self-motivated and enthusiastic
  • Able to be flexible and work under pressure and with tight deadlines
  • Willing to learn and willing to train


We're looking for the best, whoever they are

Schroders is an equal opportunities employer. You're welcome here whatever your sex, marital status, ethnic origin, sexual orientation, religious belief or age.
Job ID  SHA00076
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