Key Responsibilities:

• Lead and manage Desktop Support, IT Service Desk, and VIP Support operations to ensure consistent, high-quality service delivery.
• Ensure compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.
• Take ownership of critical incidents by coordinating with technical teams, vendors, and business stakeholders to ensure timely resolution.
• Drive post-incident reviews and implement corrective and preventive actions.
• Monitor service performance and recommend continuous improvement initiatives.

Customer & Stakeholder Management

• Build and maintain strong relationships with customers, business stakeholders, vendors, and internal support teams.
• Ensure high levels of customer satisfaction through proactive communication and effective issue resolution.
• Act as the primary escalation point for service-related issues.
• Coordinate with on-site facilities and technical teams to ensure readiness for service delivery activities.

Operations & Process Improvement

• Analyze internal and third-party service delivery processes to identify improvement opportunities.
• Develop and implement service improvement plans to enhance operational efficiency.
• Identify opportunities for automation and process standardization.
• Develop a strong understanding of customer projects and business requirements to ensure successful service delivery.

End User Computing (EUC) Management

• Oversee desktop lifecycle management, including provisioning, deployment, redeployment, and retirement of devices.
• Supervise desktop management teams to ensure optimal performance of PCs, laptops, mobile devices, and peripheral equipment.
• Ensure timely processing of orders for new devices and redeployment of existing assets.
• Collaborate with technical teams to establish standards for desktop hardware, software, security, and endpoint management.

Security & Compliance

• Ensure timely deployment of operating system updates, security patches, and antivirus definitions across all managed endpoints.
• Maintain compliance with organizational security standards and IT policies.
• Support endpoint security initiatives and vulnerability remediation activities.

Collaboration & Meeting Room Technology

• Ensure availability and operational readiness of meeting room technologies, including conferencing systems, presentation software, and audiovisual equipment.
• Provide technology support for executive meetings and corporate events.
• Train and educate users on effective utilization of collaboration and conference room technologies.

Escalation & Technical Coordination

• Manage escalations from customer support teams, Premier Technical Support teams, Technical Account Managers, and other stakeholders.
• Coordinate with internal technical teams and vendors for complex issue resolution.
• Provide technical feedback and recommendations to improve service delivery processes.

Reporting & Governance

• Prepare and present regular operational reports, dashboards, SLA metrics, and service reviews to management.
• Maintain documentation related to service delivery, operational procedures, and performance reporting.
• Track and report SLA compliance, service trends, risks, and improvement initiatives.

Financial & Vendor Management

• Manage vendor relationships to ensure contractual service obligations are met.
• Support customer and vendor invoicing for services delivered.
• Monitor service costs and identify opportunities for operational efficiencies.

People Management

• Lead, mentor, and develop service delivery, desktop support, and service desk teams.
• Manage recruitment, onboarding, performance evaluations, coaching, and career development.
• Foster a culture of collaboration, accountability, and continuous improvement.

Product & Knowledge Management

• Develop and maintain knowledge of Lenovo products, services, and internal processes.
• Identify opportunities for productivity improvements through tools, automation, and best practices.
• Promote knowledge sharing across support teams to improve first-time resolution and service quality.

Key Performance Indicators (KPIs)

• SLA and KPI compliance
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Mean Time to Resolve (MTTR)
• Incident and Problem Resolution Effectiveness
• Endpoint Compliance (Patching & Antivirus)
• Service Improvement Initiative Delivery
• Team Productivity and Performance
• Customer Escalation Reduction
• Asset Deployment and Lifecycle Management Accuracy

Preferred Skills & Competencies

• IT Service Management (ITIL Framework)
• End User Computing (EUC) & Desktop Support
• Incident, Problem & Change Management
• Vendor & Stakeholder Management
• Service Level Management
• Microsoft Windows, Microsoft 365, Endpoint Management (SCCM/MECM/Intune)
• Endpoint Security & Patch Management
• Asset Lifecycle Management
• Reporting & Dashboarding
• Leadership, Coaching & Team Management
• Excellent Communication and Customer Service Skills

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• ITIL Foundation Certification (preferred).
• Microsoft Endpoint Management or equivalent certifications (preferred).
• 8–12+ years of experience in IT Infrastructure, End User Computing, or Service Delivery Management.