Manage End User Computing and Desktop service operations with a minimum of 10 years of IT Services Management experience.
Handle daily operations independently with minimal supervision.
Conduct performance reviews and report handling with clients.
Maintain a high-level understanding of Desktop Support technology and infrastructure components.
Demonstrate strong customer service skills and manage key stakeholders effectively.
Communicate challenges and solutions clearly to the business.
Extensive experience within Managed Service Operations.
Proficient in ITIL Service Management Lifecycle framework.
Essential Technical Duties:
Provide onsite operational and technical support to meet specified SLAs.
Resolve incidents and troubleshoot problems associated with End User Computing (EUC) equipment.
Support mobile device maintenance and configuration.
Install, upgrade, and repair EUC equipment, including desktops, laptops, and peripherals.
Manage network printers and scanner connectivity, including IP addressing and Secure Print.
Offer VIP support for various devices and ensure robust SLA management.
Use problem management databases like Zendesk to track customer interactions.
Deliver regular updates to both technical and non-technical team members and customers.
Job Requirements/Qualifications:
10 years of related experience in IT support and operations.
Strong proficiency in using ITSM tools, PowerPoint, and Excel for presentations and data analysis.
Expertise in imaging tools (WDS/WDT) and upgrading to Windows 10/11.
A Certification preferred; Microsoft MCA or MTA certification preferred.
Knowledge of ITIL framework; certification is a plus but not required.