Deskside Support Lead

7 days ago


St Louis, Missouri, United States Saxon Global Full time

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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