Administrator (Support & Operations)
United States
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Job Description
Administrator (Support & Operations)
Others, North Carolina

Job Summary

Responsibilities:

  • As a IT Service Delivery Leader in Field Support Operations, you are responsible for below tasks
    • Managing IT Field Support Services Team  
    • Assisting and Managing technicians in completion of tasks
    • Shift Roster and Attendance management
    • Leave Management
    • On-call support  & Over Time support
    • Financial approval as per approved  Policies and Process
    • Ticket Auditing and Feedback for Team development
    • Customer Survey follow-up
    • Escalation Support
    • Report generation using Microsoft & related tools
    • Report preparation for Team Performance
    • Prepare and Publish ‘Stack Ranking Report’ for team  
    • Report Presentation required stake holders
    • Hardware & Spare Parts availability monitoring/tracking
    • Interviewing for Open positions
    • New Hire onboarding inclusive of Training and assessment
    • Employee Offboarding in adherence to Policies and Process
    • Conduct Team Meetings
    • Training need identification
    • Training team member on New/existing technology support

 

  • Weights and Measure
    • Working with States for Weights and Measures
    • Manage Weight & Measure certifications for assigned Technicians
    • Weights Certification for the team as per State requirement
    • Document and manage/renew the Certification details for team

 

Key Responsibilities

Responsibilities:

  • As a IT Service Delivery Leader in Field Support Operations, you are responsible for below tasks
    • Managing IT Field Support Services Team  
    • Assisting and Managing technicians in completion of tasks
    • Shift Roster and Attendance management
    • Leave Management
    • On-call support  & Over Time support
    • Financial approval as per approved  Policies and Process
    • Ticket Auditing and Feedback for Team development
    • Customer Survey follow-up
    • Escalation Support
    • Report generation using Microsoft & related tools
    • Report preparation for Team Performance
    • Prepare and Publish ‘Stack Ranking Report’ for team  
    • Report Presentation required stake holders
    • Hardware & Spare Parts availability monitoring/tracking
    • Interviewing for Open positions
    • New Hire onboarding inclusive of Training and assessment
    • Employee Offboarding in adherence to Policies and Process
    • Conduct Team Meetings
    • Training need identification
    • Training team member on New/existing technology support

 

  • Weights and Measure
    • Working with States for Weights and Measures
    • Manage Weight & Measure certifications for assigned Technicians
    • Weights Certification for the team as per State requirement
    • Document and manage/renew the Certification details for team

 

Skill Requirements

  • 5+ Years experience in IT Service Delivery /IT Field Support Leadership Role with a team size of 1+
  • 10+ Years experience in Windows PC and Retail Stores related Hardware/Network Devices Support
  • 3+ Years experience in Small/Medium Project management
  • BS/BA in Information Technology, or an equivalent combination of education or experience
  • Troubleshooting experience with various PCs, Network Devices and Retail Stores equipment/devices located in Retail Stores, Offices, Distribution Centers and Data Centers  
  • Ability to install , troubleshoot and assist team members for wide range of Devices applications in Retail Store environment
  • Excellent customer service orientation and verbal communication skills
  • Analytical thinking and Problem Solving ability
  • Certifications
    1. A+ Hardware (must)
    2. CCNA (preferred)
    3. ITIL (preferred)
    4. Microsoft Certification such as MCP, MCSE, MCTS, etc. (preferred)
  • Tools             
    1. ServiceNow
    2. Microsoft Suite
    3. Windows OS
    4. Mac OS (preferred)
    5. MS Office O365

 

  • 24x7  availability/flexibility to assist/lead Field Support Operations team
  • Willing to travel to various customer location on need basis
Valid Driving License with Good Driving History

Other Requirements

Perform any additional tasks assigned by HclTech/RBS Management 

  • Manage HCLTech’ s IT Field Support Services team in one or multiple regions at Retail Business Services (“RBS” or “customer”) locations and ensure HCLTech’ s deliverables and Service Level Agreements (SLAs) are delivered as per contract.

 

  • Work closely with HCLTech and RBS stakeholders/leaders to deliver HCLTech’ s Field Support Services’ Scope of Work in your respective regions as an IT Field Support Services leader.

 

Refer the below attached documents to understand HCLTech’ s deliverables and SLAs for Field Support Services, you are responsible to deliver them as a HCLTech Leader
Maximum Salary (US):  75000
Minimum Salary (US):  51000
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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 226,300 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 December 2025 totaled $14.5 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.