Deskside Operations Lead

Responsibilities

• Operations Management & Service Delivery
• Oversee daily deskside support operations and ensure timely resolution of incidents and service requests.
• Lead the delivery of end-user computing services across desktops, laptops, mobile devices, printers, and workplace technologies.
• Monitor service performance and ensure compliance with service level agreements (SLAs) and operational targets.
• Manage operational priorities, resource allocation, workload distribution, and service escalations.
• Drive continuous service improvement initiatives to enhance operational efficiency and user experience.
• Technical Leadership & Escalation Management
• Serve as the primary escalation point for complex technical and operational issues.
• Provide technical guidance and support to desktop engineers and support teams.
• Coordinate troubleshooting efforts across infrastructure, network, application, and vendor support teams.
• Conduct root cause analysis and implement preventive measures to reduce recurring incidents.
• Support major incident management and operational recovery activities.
• End User Computing & Workplace Technology
• Oversee support for Windows-based workplace environments and endpoint technologies.
• Manage endpoint lifecycle activities including deployment, refresh, replacement, and retirement.
• Support software deployment, patch management, operating system upgrades, and endpoint compliance activities.
• Ensure workplace technologies remain secure, stable, and aligned with organizational standards.
• Support meeting room technologies, collaboration platforms, and workplace productivity tools where required.
• Stakeholder & Vendor Management
• Build strong relationships with business stakeholders and end users to ensure service satisfaction.
• Act as the key operational liaison between business units and technology teams.
• Coordinate with external vendors and service providers to ensure effective support delivery.
• Participate in service review meetings and provide recommendations for operational improvements.
• Communicate operational status, risks, issues, and improvement plans to management and stakeholders.
• Governance, Reporting & Continuous Improvement
• Track operational metrics, service trends, and performance indicators.
• Prepare regular reports on service delivery, incident trends, and operational performance.
• Support IT governance, audit, compliance, and risk management activities.
• Maintain operational procedures, technical documentation, and knowledge repositories.
• Drive process standardization, automation, and service optimization initiatives.
• Project & Change Support
• Support workplace technology projects, upgrades, and transformation initiatives.
• Participate in change management, testing, deployment, and implementation activities.
• Ensure smooth transition of new services into operational support.
• Collaborate with project teams to ensure operational readiness and successful service adoption.

Requirements

• Experience & Qualifications
• Diploma or Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 5 years of experience in desktop support, deskside services, end-user computing, or workplace technology environments.
• Minimum 2 years of experience leading operations, service delivery, or technical support functions.
• Proven experience managing service delivery within enterprise IT environments.
• Technical Skills
• Strong knowledge of Windows operating systems and enterprise desktop environments.
• Experience supporting Microsoft 365, Active Directory, Group Policy, and endpoint technologies.
• Familiarity with endpoint management platforms such as Intune, SCCM, MECM, or equivalent solutions.
• Experience with software deployment, patch management, desktop imaging, and device lifecycle management.
• Knowledge of ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Understanding of IT infrastructure, networking, and workplace technologies.
• Preferred Skills
• ITIL Foundation certification or equivalent service management experience.
• Experience supporting large-scale enterprise

Additional Information

Job Overview We are seeking an experienced Deskside Operations Lead to oversee end-user computing and workplace technology support services within a large-scale enterprise environment. This role will be responsible for managing daily deskside operations, ensuring service excellence, driving operational improvements, and leading the delivery of desktop engineering and end-user support services. The successful candidate will serve as the primary operational lead for workplace technology support, ensuring service availability, user satisfaction, and compliance with established service levels. The ideal candidate should possess strong experience in desktop support operations, endpoint technologies, service management, and enterprise IT environments, along with excellent leadership, stakeholder management, and problem-solving capabilities.

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Company Intel

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