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Desktop Operations and Collaboration Team Leader

Garland, TX
Wipro
Posted 04/23/2021

PRINCIPAL DUTIES & RESPONSIBILITIES:

  • Participates in IT strategy and planning activities, bringing current knowledge and future vision of infrastructure technology, systems and best practices as related to business requirements
  • Assess the impact of IT industry trends to current and future enterprise Desktop Operations and Collaboration Team needs and projects
  • Leads the development of Desktop Operations and Collaboration Tools and service delivery standards and procedures for the enterprise
  • Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.
  • An ability to think critically about systems and to make adjustments consistently as needed.


DESIRED SKILLS & EXPEREINCE

  • Bachelor’s Degree in Information Technology, Computer Science or related field preferred
  • Knowledge and Experience of Retail Industry and working knowledge of managing devices and application, such as Retail POS, Store Wi-Fi connections, Store Network Connectivity, Xstore devices and connectivity, Ship from Store, BOPIS, Raymark etc...
  • Total 10+ Years of Technical experience in Managing and supporting:
  • Desktop Operations (SCCM, Azure AD, VDI VMware, Software Package Deployment, Desktop Patching, VDI VMware Technology, Bitlocker, End Point Protection etc...)
  • Collaboration Tools (O365, MS Teams, SharePoint, Exchange Servers, Voice and Video Technologies etc...)
  • 5+ years of experience in leading a team of large scale Desktop Operations (and Collaboration Tools deployment (O365, MS Teams, SharePoint, Exchange Servers, Voice and Video Technologies etc...) and support
  • Must have knowledge in managing day to day operations, SLAs/KPIs and L1, L2 and L3 teams for Collaboration (MS TEAMS), Field Services Operations, Desktop Operations and Desktop Engineering Team.
  • Must have knowledge of various Field/Touch Services Model (Dedicated, Dispatch, Hub and Spoke, Rotating Fleet, Mail in etc...)
  • At least 3 to 5 years of experience in working with Offshore Team in a managed service environment. Must have knowledge in working with Onsite and Offshore Models, especially teams operating from Asia Pacific and European countries.
  • Must have knowledge and experience in maintaining exceptional CSAT score and improved MTTR on Incident Management.
  • Effectively managing, developing, and training the Desktop Operations and Collaboration teams
  • Conducting and sharing results from service and operation performance reviews.
  • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in Desktop Operations and Collaboration Team
  • Must have prior experience in managing larger team and managing customer escalations.

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