Deskside Support lead

1 week ago

Bay Village, United States CareerBuilder Full time

Role

Field Support Manager

Technology / Domain

Deskside Support

Experience Level

6 to 10 years

Location

Cleveland, OH - USA

Job Description

Managing Key Relationship both Internal & Customer Engagement with Key Stakeholder & Business Application Owners
Accountable for ensuring that a well-developed End User technology upgrade plan is maintained and executed to support the organizations capacity, performance, and availability requirements.
Supporting business transition and helping to establish change.
Gathering, validating and documenting business requirements
Modelling business processes and identifying opportunities for process improvements
Creating functional specifications for solutions.
Act as an escalation point for all End User technology issues and ensures these are resolved in an appropriate and timely manner to meet agreed SLA expectations
Ensure that all operational process ( Service Desk, VIP Support, Regional Support and User Desk provisioning ) are well developed, implemented and managed to support organization's SLA requirements
Manage End User Technology upgrades as required.
Improvements in the existing process and formulating new Processes.
Identifying the training needs and carrier development for EUC Team
Governance for Incident, Problem management and change management, User Desk Management
Establish an environment where the End User Services team engages effectively with other groups across Religare LOB-with prime focus on End User Infrastructure to be resourced and delivered in a timely manner
Ensure that a process of continuous review and improvement are inherent throughout all elements of the End User Services team
Continually review the capability needed to support the organization in delivering on outcomes and ensure action is taken to address identified capability gaps within the End User Services team;
Provide development opportunities for direct reports that challenge and expand their capability
Provide Leadership that inspires others to succeed and develop, and proactively share experience, knowledge and ideas
Additionally Understanding of SCCM,MDM, and Sharepoint.

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