Location: Plano, Dallas, Texas Timings: 8AM to 5PM ***Immediate Joiners Only*** Summary Provide direct leadership of the Global Desktop Support teams to assure end user ticket management, timely ticket resolution and laptop/desktop pre-deployment and delivery oversight and support including asset and security management and reporting Primary Roles & Responsibilities: + Taking ownership of Laptop/Desktop procurement, deployment and management globally + Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers + Responsible for assuring company end users are provided efficient and timely delivery and support + Performs staff scheduling to ensure coverage during normal business hours and on-call support as required to facilitate global/regional support + Owning Asset Management for Laptop/Desktop globally with continuing updates as endpoint and user populations change + Conceptualize, Develop, execute and administer Security Policies for Laptop/Desktop deployment globally + Represent the desktop team and prepare for end point security audits + Should have ability to work with cross-functional teams and their leadership to not only to understand their requirement but also to work with HR teams to gather data about projected hiring plan and procure laptop/desktop accordingly + Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found + Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department + Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service + Serves as the around-the-clock contact for all related desktop / laptop end user support issues, providing advanced first level technology support + Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position + Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule + Remains on-call during off-peak hours to respond to support service issues. Job Description: + Configure, test, and deploy hardware and software to users both locally and remotely + Troubleshoot and repair break/fix issues + Develop and maintain professional and productive relationships with clients, infrastructure vendors such as end user compute equipment, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectations + Provide technical overview of product architecture, functionality, system / data requirements and integration of Laptop/Workstation enterprise applications + Continuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics + Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill set in the operating systems, networking infrastructure and products & services that BBOX support + Implement and make recommendations to improve methodologies, core competencies and processes for deployment to ensure stable and quality product & service delivery consistent with company objectives and client expectations + Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. + Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs + Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day end point and end user delivery operations and the client experience + Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute deployment functions and company priorities + Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance + Achieve performance targets established by leadership for applicable Key Performance Indicators. + Perform other duties as assigned by management Technical Qualifications: Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager. Microsoft Outlook 365, Word, Excel, Intune, Autopilot, Hybrid AD join, MDM, MAM, Cisco AnyConnect, CrowdStrike, backup tools Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail. Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s. Active Directory Password resets and User properties. Working knowledge of Microsoft Teams audio/video conferencing systems Laptop backups #LI-TH1