Deskside Support Lead
7 days ago
About This Role
Saxon Global is seeking a highly skilled EUC Deskside Support and Operations Lead to join our team. This is a fantastic opportunity for a motivated individual to oversee the daily operations of our EUC infrastructure, ensuring seamless support for our customers.
Key Responsibilities
- IT Inventory management of Organization assets at Client location and annual reconciliation.
- 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.
- Act as an escalation point for all end User related issues and ensures these are resolved in an appropriate and timely manner to meet agreed SLA expectations.
- Ensure that all operational processes (Service Desk, VIP Support, Regional Support and User Desk provisioning) managed to support organization's SLA requirements.
- Manage End User Technology upgrades as required.
- Improvements in the existing process and formulating new processes.
- Governance for Incident at User Desk Management.
- Establish an environment where the End User Services team engages effectively with other groups 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 Leadership that inspires others to succeed and develop, and proactively share experience, knowledge, and ideas.
Requirements
- BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience.
- Proficiency in analytical, organizational, project management, interpersonal, and communication skills (written and oral).
- Total 8+ years' experience required.
- 5-6 years of experience in leading a team for end-user support.
- Proficiency in building reports related to incidents and service requests and compliance.
- Ability to perform detail-oriented business and technical analysis to discover, refine, and document the requirements for technically oriented projects.
- Ability to multi-task and solve problems innovatively.
- Having knowledge of Service Management.
- Certification in ITIL Mandatory.
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