End User Computing Lead

Job Description: Responsibilities: • Support the end user support project work across the region • Troubleshoots to resolve critical hardware and software problems for end users, including opening and rebuilding computer systems and other intricate work that is not sent out for repair • Sets up, disassembles, and moves computers, peripherals, and packages, complying with enterprise standards • Manage daily operations support of various workstation platforms (PCs, Macs, Mobile) • Knowledge and experience with broad range of client, server, voice, and date communications- including experience with Windows and Apple Operating systems, Avaya Systems, Apple and Android Mobile OS, Microsoft console and Active Directory experience • Must have demonstrated ability to manage multiple processes, priorities and demands to successfully meet customer SLAs • Lead technical activities involved in new technology introductions and also technology obsolescence, including operating system, core applications (Office, browser, etc), security tools and other core technologies • Manage the daily moves, adds, changes, deletions, incident management, root cause analysis, and serve as escalation point • Drive transformational initiatives to assist with modernization of the workstation infrastructure to meet the expectations and demands of a modern workforce • Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience • Create and maintain SOPs-Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledgebase • Manage vendor relationships, services, and contracts • Participate with various stakeholders in maximizing the operational effectiveness of the workstation support environment, and in driving service improvements • Participate in budget planning process • Performs a broad range of complex systems and application support activities for executives Qualifications: • Experience supporting engineering applications for a large corporation • Demonstrated project management and leadership skills • Bachelor’s degree in science or software engineering is preferred • Current understanding of best practices regarding system security measures • Professional work experience in team building and project managing