Administrator (Support & Operations)
United States
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Job Description
Administrator (Support & Operations)
Santa Clara, California

Job Summary

 Drive SLA and XLA performance across DWP tracks, including FSS and Diamond/VIP support. • Improve CSAT, user experience scores, and end-user productivity metrics. • Ensure endpoint compliance for patching, encryption, antivirus, OS currency, and security baselines. • Deliver measurable benefits through automation, self-service, shift-left, and productivity improvement initiatives. • Maintain asset accuracy, lifecycle compliance, device refresh execution, and effective return/recovery processes. • Ensure high-quality operational reporting, governance cadence adherence, and timely closure of action items. • Provide customer-focused service leadership with strong ownership and accountability. • Demonstrate strong stakeholder management, governance, communication, and executive reporting capabilities. • Manage escalations, critical incidents, competing priorities, and high-pressure situations effectively. • Collaborate closely across towers, vendors, internal leadership, and client technology teams.

Key Responsibilities

Drive SLA and XLA performance across DWP tracks, including FSS and Diamond/VIP support. • Improve CSAT, user experience scores, and end-user productivity metrics. • Ensure endpoint compliance for patching, encryption, antivirus, OS currency, and security baselines. • Deliver measurable benefits through automation, self-service, shift-left, and productivity improvement initiatives. • Maintain asset accuracy, lifecycle compliance, device refresh execution, and effective return/recovery processes. • Ensure high-quality operational reporting, governance cadence adherence, and timely closure of action items. • Provide customer-focused service leadership with strong ownership and accountability. • Demonstrate strong stakeholder management, governance, communication, and executive reporting capabilities. • Manage escalations, critical incidents, competing priorities, and high-pressure situations effectively. • Collaborate closely across towers, vendors, internal leadership, and client technology teams.

Skill Requirements

Team lead skill set, managing of team across globe

Other Requirements

Bring strong expertise in Field Support Services, desk-side support, end-user computing, endpoint support, and local IT operations.\\\\r\\\\n• Maintain working knowledge of Windows, macOS basics, Microsoft 365, Teams, Outlook, collaboration tools, VPN, Wi-Fi, printers, mobile devices, peripherals, and remote support tools.\\\\r\\\\n• Use endpoint management tools such as SCCM/MECM, Microsoft Intune, Autopilot, imaging, patching, antivirus, encryption, and software deployment platforms.\\\\r\\\\n• Apply ITSM tool knowledge, including ServiceNow, across incident, request, change, knowledge, asset, and reporting processes.\\\\r\\\\n• Coordinate hardware break-fix support, vendor dispatch, asset inventory, device lifecycle, warranty support, and stock management.\\\\r\\\\n• Analyze ticket trends, SLA breaches, repeat incidents, user feedback, and operational dashboards to identify improvement opportunities.
Maximum Salary (US):  79000
Minimum Salary (US):  45000
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.