Desktop Refresh Lead
heredia, Heredia, cr
hace 3 días

We are looking for an innovative and experienced Desktop Refresh Lead to join our team. The Global Employee Technology & Operations team is a large, global organization that provides operational End User Desktop support to our internal employees around the globe.

The Global ET&O team consists of Implementation & Engagement, Helpdesk, Field Services, PC Refresh, Asset Management, Desktop Engineering and Campus Support.

The Desktop Refresh Lead will be responsible for the following activities, including but not limited to; Managing the end-to-end process for the Desktop Refresh Program, the creation of required budgets for the global Refresh Program, manage and assign resources to Refresh activities as required, serve as a backup for the Global Director of Employee Technology & Operations as needed for the Refresh Program, and monthly KPIs and SLA reporting.


  • Manage the full end-to end process for Desktop Refresh Program
  • Create global and regional budgets for Capex and Opex budgets for quarterly, 1-year and 3-year views
  • Coordinate with Finance to provide reporting as needed
  • Coordinate with Finance both regionally and globally, to obtain budgets for the Refresh activities
  • Manage the Refresh Coordinators on priorities, escalations and queries related to refresh
  • Report regional, departmental, global progress on weekly, monthly, quarterly and annual reporting
  • Escalate issues to Senior Leadership
  • Collaborate with hardware vendors to ensure ETA’s are understood / met
  • Monthly inventory reporting, identifying areas of risks by site and ordering of licenses as needed
  • Follow up with End Users to obtain old assets after Refresh activities
  • Escalate to Business Partners and Senior Leadership for End Users with unreturned assets
  • Report unreturned assets to Finance
  • Conduct quality reviews for Refresh tickets and provide feedback, corrective action plans and training to teams
  • Create, post and mail communications around Refresh activities including new standards, delays in supply chains, delays related to leadership decisions, etc.
  • Ensure Service Provider teams are properly trained on all Refresh policies and procedures and update new processes as they are rolled out
  • Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
  • Ensure collaboration between Refresh Coordinators and Field Services team
  • Qualifications

  • Bachelor’s degree in information technology or a minimum of 6 years work experience in an IT Asset Management or Refresh Program-related position
  • Superior Customer Service Focus mindset and attitude
  • Strong collaboration experience across international teams
  • Ability to navigate IT processes outside of SAM / HAM when required and coordinate solutions amongst appropriate teams
  • Strong proven Executive Presence required
  • ServiceNow knowledge a must
  • Superior English language skills (written and verbal)
  • LI-TV1

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