Job Summary
The candidate leads daily operations of end-user devices and peripherals, collaborating across IT and business teams to deliver technology solutions, ensure governance compliance, and drive exceptional customer experience.
Responsibilities
- Lead daily management and operations of all end-user devices and peripheral equipment to ensure reliable service delivery
- Collaborate with IT and business stakeholders to design and implement end-user computing solutions that enhance customer satisfaction and operational efficiency
- Serve as a subject matter expert in end-user computing technology, guiding governance and compliance with organizational standards
- Identify and communicate opportunities for operational improvements and cost reduction to enhance client service functions
- Establish and monitor metrics to measure system and resource efficiency, ensuring service levels meet expectations
- Manage and coach a team of engineers, including on-call scheduling, performance reviews, and development planning to meet business needs
- Work closely with Deskside Engineers to ensure timely escalation and resolution of technology issues
- Forecast short- and long-term end-user equipment requirements and coordinate asset provisioning for new hires and existing employees
- Oversee asset return processes for terminating employees and define safety stock levels to maintain adequate inventory
- Collaborate with Asset Management to schedule PC refresh cycles and manage support team training and career development
- Partner with IT support teams, HR, and business owners to align end-user computing services with organizational goals
- Build and sustain constructive relationships with business unit heads and decision-makers to improve IT infrastructure and service delivery
- Lead weekly and monthly performance reviews using dashboards to analyze location-level service and team productivity
- Lead and contribute to internal and external IT audits, including ISO 20000, ISO 27001, and ISMS compliance
- Provide 24 x 7 x 365 support availability, including after-hours and weekend work as required
- Perform additional duties as assigned to support operational excellence
Required competencies and certifications
- Bachelor's degree or equivalent experience in business management or information systems management
- Minimum 12 years of professional IT infrastructure experience with progressive supervisory responsibilities
- Proven experience analyzing complex functions and problems to develop logical, creative solutions
- Experience managing Active Directory policies
- Extensive knowledge of End User Computing Services (EUCS) technologies, including endpoint client operating systems
- Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications
- Experience with wireless device management and software distribution systems
- Skilled in hardware and software design, installation, configuration, maintenance, and troubleshooting
- Ability to support 24 x 7 x 365 operations, including availability for after-hours and weekend work
- Prefer ITIL certification or formal service management training
