Administrator (Support & Operations)

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 Service Now, 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.