Job Summary

This role is responsible for driving operational excellence in large-scale hardware break-fix environments, ensuring seamless delivery of desk side support services. The individual will provide expert oversight, lead teams in resolving complex hardware incidents, and spearhead continuous improvement initiatives that align with client SLAs and organizational goals.

Key Responsibilities

1. Oversee hardware break-fix operations by managing Desk Side Services teams, utilizing advanced troubleshooting tools and methodologies to resolve complex hardware issues efficiently and in compliance with client SLAs.
2. Lead process improvement initiatives using ITSM platforms and analytics tools to optimize operational workflows, enhance reporting accuracy, and drive continuous improvement in hardware support services.
3. Analyze client requirements and translate them into actionable support strategies, ensuring the support team consistently meets or surpasses client expectations in hardware maintenance and incident resolution.
4. Mentor and guide project teams by providing expert technical direction in Desk Side Services and Hardware Break Fix, fostering a culture of transparent communication, collaboration, and high performance.
5. Introduce and implement innovative hardware support practices and technologies to streamline break-fix processes, reduce downtime, and contribute to overall organizational advancement.
6. Ensure compliance with information security and asset management protocols while managing hardware inventory and lifecycle using enterprise IT asset management tools.

Skill Requirements

1. Excellent Knowledge Of Hardware Diagnostics, Troubleshooting, And Repair Across Major Oem Platforms (E.G., Dell, Hp, Lenovo).
2. Advanced Understanding Of Itsm Tools (Servicenow, Remedy) For Incident, Problem, And Asset Management.
3. Strong Leadership Skills In Managing And Mentoring Technical Teams In HighPressure Operational Settings.
4. Excellent Analytical And ProblemSolving Abilities To Address Complex Hardware Issues And Drive Process Innovation.
5. Expert Communication Skills For Effective Client Interaction And Team Empowerment.

Other Requirements

1. Recommended: CompTIA A+, CompTIA Server+, or OEMspecific hardware certifications (Dell EMC Proven Professional, HP Accredited Technical Professional).
2. ITIL Foundation certification (optional but valuable)