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End User Infrastructure Supervisor

2 months 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 global frontrunner in the provision of sustainable and responsible airport services. Our dedication to safety, operational excellence, and superior service is unwavering, paving the way for a future where air travel is synonymous with reliability, efficiency, and exceptional experiences.

In our operations, we are supported by a vast workforce, delivering top-tier airport ground services to millions of airline passengers and managing substantial air freight volumes across a broad network of cargo centers. Our presence spans numerous airports worldwide, making us a leader in the industry.

Our corporate culture is deeply influenced by our core values, which guide our actions and decision-making processes. These values encapsulate our identity at Swissport and are fundamental to our commitment to measuring our impact.

Core Values:

  • Show You Care: We act with awareness and purpose, considering the perspectives of our colleagues, customers, and passengers.
  • Doing the Right Things: We prioritize actions that are valuable and beneficial to our stakeholders, ensuring safety and trust in our decisions.
  • Win as a Team: Teamwork is essential; our collective success depends on collaboration and mutual support.

Role Overview:

The Workplace Lead – End User Infrastructure is pivotal in delivering Enterprise Workplace services within Swissport. This role entails accountability for all aspects of daily operations concerning end-user workplace systems, ensuring they are functional and compliant with established Service Level Agreements.

Key Responsibilities:

  • Implement and enhance platforms for managing endpoint environments.
  • Oversee user environments, including the definition, configuration, and management 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 robust client endpoint security posture, ensuring adherence to compliance standards.
  • Develop a Mobile Device Management strategy through thorough analysis of existing IT infrastructure.
  • Contribute to the rollout of new workplace services and assist in the maintenance 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 successful execution of customer projects aimed at transitioning to a cloud-based Modern Workplace.
  • Continuously evolve in the realms of Windows 10 and Cloud Services.
  • Address operational incidents escalated from Level 1 support.
  • Participate in problem review meetings and provide insights for root cause analyses as needed.
  • Maintain a secure environment by adhering to Change Management processes for configuration changes, presenting changes to the Change Advisory Board, and conducting necessary testing.
  • 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 promote collaboration.

Compliance Requirements:

  • Adhere to Swissport IT Policies and ITSM standards.
  • Follow Swissport IT Enterprise Architecture and Program Management standards.
  • Comply with Swissport IT Security policies and any other non-IT compliance standards.
  • Ensure the deployment of 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.
  • Comprehensive knowledge of Azure AD, Intune device management, endpoint security, and Microsoft 365 products.
  • Proven experience with Configuration Manager (SCCM).
  • Strong analytical, planning, and problem-solving capabilities.
  • Ability to thrive in a dynamic, multicultural matrix organization.
  • Broad understanding of business or service environments and the factors influencing strategic decisions.
  • Excellent written and verbal communication skills.
  • Fluency in English, with knowledge of additional languages being advantageous.