- Manage End-User Computing (EUC) services like laptops, desktops, and mobile devices.
- Ensure daily technical support tickets are solved quickly and correctly.
- Meet all agreed-upon business timelines and quality targets (SLAs and KPIs).
- Keep employee satisfaction scores high across the organization.
Audio-Visual (AV) Support
- Oversee the technology in meeting rooms, boardrooms, and town hall spaces.
- Ensure video conferencing tools (like Microsoft Teams and Zoom) work without interruption.
- Plan regular checks on AV hardware to prevent failure during important meetings.
Asset Management
- Track the entire lifecycle of hardware and software from purchase to disposal.
- Maintain an accurate, up-to-date inventory of all IT equipment.
- Handle refreshing old devices and managing software licenses to stay compliant.
Vendor & Partner Coordination
- Manage relationships with external IT hardware and service providers.
- Hold regular meetings to review vendor performance against contracts.
- Handle escalations when vendors do not meet company standards.
- Qualifications and Skills
- Education: Bachelors degree in Computer Science, IT, or a related field.
- Experience: Proven experience leading desktop support or workplace tech teams.
- Certifications: ITIL v3 or v4 certification is highly preferred.
- Tech Skills: Solid knowledge of Windows/Mac OS, Active Directory, and SCCM/Intune.
- AV Knowledge: Familiarity with Crestron, Cisco, Poly, or similar AV systems.
- Soft Skills: Excellent English communication skills to talk with global leaders.