We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
Are you ready to be an important part of this ever-transformational journey?
At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.
Duration: Perm Role
Onsite role
Key Responsibility
We are seeking a Desktop Manager (Deskside Support), FULL-TIME to join our team. This role reports into the Regional Deskside/Field Services Manager. English language proficiency is a must.
Responsibilities
* The Desktop Manager role performs all managerial functions including overseeing team daily operational responsibilities and project coordination.
* Team will consist of 1 Team Leads and @ 13 PC support technicians across Canada and US locations. The team is responsible for providing onsite IT support.
* This role sets direction on and develops metrics as they relate to efficiency, functionality and stewardship. This position will lead the development of reliable methods and implement desktop support improvements using Continuous Improvement.
* This responsibility will include initiatives outside of the primary daily Desktop operational responsibilities. Customer Service is fundamental to this position as is team leadership, coaching & development.
* This position will serve as an escalation point and will be asked to take a leadership role for critical situations.
* Provide daily on-site direction of Desk Side team activities- including monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, creating, understanding and enforcing policy, maintaining SOP and reliable method documents.
* Oversee Desk Side Project activities as it relates to Asset Refresh, office relocations, and department moves. Collaborate with Facilities project management to determine direction and need.
* Accountable to ensure the team is meeting defined Service Level Agreements, expected by dates, minimizing and evaluating breached and pended tickets. Monitor staff work and efficiency.
* Manages all aspects of the team, including hiring and performance evaluations.
* Develops partnerships with other IS teams to ensure efficient, effective and timely delivery of IT services.
* Escalation point for any Desk Side related incident requiring management involvement/review.
* Maintain an adequate spare parts inventory of hardware and supplies- ensuring Continuous Improvement methodology is used in daily management of par levels, including maintaining a current inventory listing of PC hardware across the environment.
* Recommends, tests and specifies PC hardware and software as technologies advance.
* Conduct rounding sessions with direct reports and ensure regular team communications including team meeting and managing daily huddles. Provide regular performance updates and coaching - provide active feedback of current staff performance.
* Manages support plan for Satellite PC Technicians to ensure regular visits
* Facilitate Daily Huddle and Ensure the visibility board are current including metrics and escalated issues.
* Maintain current inventory and asset management including listing of personal computer hardware, printer's peripherals and software.
* Coach and mentor on Continuous Improvement principles
Qualifications
* This position requires minimum 8+ years of management level experience. Minimum of 5 years' management level experience. Customer Service experience also required. Should be proportional to or exceed Technical Experience. ITIL Foundation Certified Preferred
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.
Note: Please follow the link to apply to the role with your recent resume. If you need more details, feel free to contact Garima on *********@hcltech.com.
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