Job Description

Job Summary

This role provides expert leadership in managing end-user IT support operations for complex and large-scale environments. The individual ensures high-quality delivery of desk side services across Windows, Mac, and hardware platforms, driving operational excellence, continuous process improvement, and innovation. They empower support teams, ensure alignment with client SLAs, and foster a culture of proactive problem-solving and service enhancement.

Key Responsibilities

1. Lead operational management of Desk Side Services by optimizing support processes for Windows PCs, Mac hardware, and printers, ensuring adherence to SLAs and continuous process enhancement.
2. Oversee and resolve escalated incidents involving hardware break-fix, printer support, and Mac support, applying advanced troubleshooting and service restoration techniques.
3. Drive innovation in support delivery by evaluating emerging tools and methodologies for asset management and end-user device support.
4. Mentor and guide support teams on Desk Side Services best practices, fostering technical excellence and a culture of proactive incident management.
5. Collaborate with internal stakeholders to analyze support metrics and implement strategic improvements in asset management services workflows.
6. Engage with clients to understand evolving requirements, translating them into actionable service improvements and ensuring high satisfaction levels.
7. Ensure compliance with organizational and client-specific policies in hardware support and asset management, maintaining robust documentation and reporting standards.

Skill Requirements

1. Excellent Proficiency In Asset Management Tools, Incident Management Platforms, And Remote Support Technologies.
2. Expert Troubleshooting And Diagnostic Skills For EndUser Hardware And Software Issues.
3. Advanced Proficiency In Process Optimization, Operational Reporting, And Sla Management.
4. Excellent Leadership, Mentoring, And Communication Abilities Within Technical Support Environments.

Other Requirements

1. ITIL Expert or Intermediate Certification (optional but valuable)
2. Microsoft Certified: Modern Desktop Administrator Associate (optional but valuable)
3. Apple Certified Mac Technician (ACMT) (optional but valuable)
4. CompTIA A+ Certification (optional but valuable