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.
Responsibilities
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)
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