Lead the delivery of end-user computing (EUC) services, including desktops, laptops, VDI, collaboration tools, AV systems, printing, and peripheral management.
Manage device provisioning, patching, compliance, and health monitoring using SCCM and Intune.
Oversee application packaging, deployment, and patch management for end-user devices.
Administer and support Microsoft 365 services to ensure smooth collaboration and productivity.
Manage Joiner-Mover-Leaver (JML) processes, role-based access provisioning, and de-provisioning. Administer Active Directory and Azure AD for user and device access.
Coordinate with third-party vendors for deskside support, branch coverage, field dispatch, and printer services. Ensure adherence to SLAs, track turnaround times, and manage escalations.
Lead incident, problem, and change management processes for workplace services. Drive SLA compliance, First Contact Resolution (FCR), and quality Root Cause Analysis (RCA).
Maintain SOPs, operational documentation, and ensure readiness during service transitions and ongoing business-as-usual operations.
Primary Skills
Digital Workplace / EUC Operations
Endpoint Management: SCCM, Intune
Application Packaging & Deployment
Microsoft 365 (O365 / M365) Administration
User Entitlement & Access Management
Active Directory / Azure AD
ITSM: Incident, Request, Access, and Change Management