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Service Delivery Lead - End User Services

Company

Peritus Inc
Address Montreal, Quebec, Canada
Employment type FULL_TIME
Salary
Expires 2023-08-06
Posted at 10 months ago
Job Description

Skills Required:

• Overall experience of around 15+ years in managing large teams across borders

• Experience working for managing complex IT setup of organization with 10+ branches

• End user Windows platform (Win10 & Win11)

• Familiar with MS products such as SCCM & MS Intune

• Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)

• DLP, AV, WSUS, Patch management, VPN, VDI technology

• Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.

• Wi-Fi, LAN, WAN, VLAN, DNS, DHCP, SSL, etc.

Roles & Responsibilities:

• Providing End User Services for customer’s end users

• Lead team of both Internal client and outsourced support engineers to ensure all IT service support is managed seamless without any escalation as per SLA

• Provide single point interface for setting up complete end user support strategy and coordinate with End user support partner(s)

• Single point interface from IT side to identify any end user operational failure that may happen because of IT service failure

• Set and measure service SLA

• Vendor and contract Management

• Launch new end user IT support initiatives both within client and customer environment

• Interface with back-end Teams to provide timely solutions for new requirements

• Provide data driven analysis to management about key improvement and opportunity area

• Drive end point compliance and interface for all internal and external audit

• Drive new tool adoptions by launching new campaign and coordinate with user functions

• Inventory management, incident management, change management & problem management

• Prevent IT Service SLA breach, in case of breach of SLA ensure vendor and contract management

• Setup preventive maintenance and alert mechanism to avoid any operational failure

• Lead and manage internal teams across multiple area of support under End User Services

• Lead extended vendor support team

• Coordinate with SME to provide technical expertise for complex end user issues

• Lead cross functional team for supporting any end user facing project/program