Deskside Operations Lead

Job Overview We are seeking an experienced Deskside Operations Lead to oversee end-user computing and workplace technology support services within a large-scale enterprise environment. This role will be responsible for managing daily deskside operations, ensuring service excellence, driving operational improvements, and leading the delivery of desktop engineering and end-user support services. The successful candidate will serve as the primary operational lead for workplace technology support, ensuring service availability, user satisfaction, and compliance with established service levels. The ideal candidate should possess strong experience in desktop support operations, endpoint technologies, service management, and enterprise IT environments, along with excellent leadership, stakeholder management, and problem-solving capabilities. Key Responsibilities Operations Management & Service Delivery Oversee daily deskside support operations and ensure timely resolution of incidents and service requests. Lead the delivery of end-user computing services across desktops, laptops, mobile devices, printers, and workplace technologies. Monitor service performance and ensure compliance with service level agreements (SLAs) and operational targets. Manage operational priorities, resource allocation, workload distribution, and service escalations. Drive continuous service improvement initiatives to enhance operational efficiency and user experience. Technical Leadership & Escalation Management Serve as the primary escalation point for complex technical and operational issues. Provide technical guidance and support to desktop engineers and support teams. Coordinate troubleshooting efforts across infrastructure, network, application, and vendor support teams. Conduct root cause analysis and implement preventive measures to reduce recurring incidents. Support major incident management and operational recovery activities. End User Computing & Workplace Technology Oversee support f…