End User Infrastructure Supervisor

1 week ago

Columbus, Ohio, United States Swissport Full time

Position: Workplace Lead - End User Infrastructure

Location: Remote

Reporting Structure: Reports to the Enterprise Workplace Service Manager

Company Overview:

Swissport stands as a premier provider of sustainable airport services, recognized for our steadfast dedication to safety, operational excellence, and outstanding service. Our mission is to foster a future where air travel is synonymous with reliability, efficiency, and superior experience.

In our operations, we are supported by a workforce of over 60,000 professionals, delivering top-tier airport ground services to approximately 232 million airline passengers and managing around 4.7 million tons of air freight across 115 cargo centers. Our extensive global network allows us to serve airlines at 286 airports in 44 countries across six continents.

Our corporate culture is deeply influenced by our core values, which guide our actions and decision-making processes. These values are integral to our identity at Swissport and help us measure our impact effectively.

Core Values:

  • "Show You Care" emphasizes the importance of our actions being recognized and valued by those around us. We strive to act with purpose and awareness, considering the perspectives of our colleagues, customers, and passengers.
  • "Doing the Right Things" signifies our commitment to undertaking actions that are beneficial to our colleagues, customers, and passengers. We are trained to prioritize safety and are trusted to make the right decisions in various situations.
  • "Win as a Team" underscores the significance of collaboration. Success is achieved collectively, and together we can overcome challenges and excel.

Role Overview:

The Workplace Lead – End User Infrastructure is pivotal in delivering Enterprise Workplace services to Swissport's operations. This role involves functional reporting to the Enterprise Workplace Service Manager and accountability for all aspects of daily operations concerning end-user workplace management, ensuring systems are operational and compliant with established Service Level Agreements.

Key Responsibilities:

  • Oversee the implementation, maintenance, and enhancement of platforms for endpoint environment management.
  • Manage user environments, including the definition, configuration, and administration of client desktop experiences.
  • Provide advanced support for Windows clients and core organizational applications, focusing on performance monitoring and issue resolution.
  • Establish and maintain a secure client endpoint environment, ensuring adherence to security standards and expectations.
  • Develop and strategize Mobile Device Management by evaluating existing IT infrastructure.
  • Contribute to the rollout of new workplace services and assist in the upkeep of current offerings.
  • Design and implement Modern Workplace Services utilizing the latest Microsoft technologies, including Microsoft Office 365, Intune, Azure AD, and Windows 10.
  • Support the execution of customer projects transitioning to a cloud-based Modern Workplace and enhance the service catalog in this domain.
  • Continuously advance knowledge in Windows 10 and Cloud Services.
  • Address operational incidents escalated from Level 1 support.
  • Engage in problem review meetings and provide insights for root cause analyses as needed.
  • Maintain a secure environment by adhering to the Change Management process for any configuration changes in production environments, presenting changes to the Change Advisory Board, and conducting necessary functional acceptance tests.
  • Act as a Technical Subject Matter Expert in project-related activities.
  • Proactively manage vendor relationships to ensure optimal IT service performance.
  • Foster a strong team culture and drive collaborative efforts.

Compliance:

  • Adhere to Swissport IT Policy and ITSM standards.
  • Follow Swissport IT Enterprise Architecture and Program Management standards.
  • Comply with Swissport IT Security policies and other non-IT compliance standards.
  • Implement the Corporate QHSE Manual.

Qualifications and Skills:

  • Fundamental training in computer science, with additional qualifications preferred.
  • Minimum of 3 years of experience in workplace management utilizing Microsoft technologies.
  • Strong knowledge of Azure AD, Intune device management, endpoint security, and Microsoft 365 products.
  • Proven experience with Configuration Manager (SCCM).
  • Excellent analytical, planning, and problem-solving abilities.
  • Capability to thrive in a dynamic, multicultural matrix organization.
  • Comprehensive understanding of business or service environments and the factors influencing business decisions and strategies.
  • Strong written and verbal communication skills.
  • Fluency in English, both written and spoken; proficiency in additional languages is advantageous.

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