End User Computing Lead

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Date: Nov 20, 2023

Location: DC, DC, US

Company: NTT DATA Services

Req ID: 252374 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a End User Computing Lead to join our team in DC, District of Columbia (US-DC), United States (US).

Responsibilities:

  • Lead and manage End User Support Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
  • Collaborate closely with federal client stakeholders to understand their specific end user computing requirements, business objectives, and security compliance needs.
  • Develop and implement comprehensive end user support strategies that align with the client's goals and adhere to federal guidelines and regulations.
  • Oversee a team responsible for providing technical support to over 6000 end users, including troubleshooting hardware and software issues, device management, and remote assistance.
  • Lead the management of equipment depots, tech bars, device lockers, and field support services to provide convenient and efficient support options for end users.
  • Ensure effective communication between the support team, cross-functional IT teams, and federal client representatives.
  • Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of end user support operations, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with cross-functional teams to develop and enforce device management practices, security measures, and compliance with federal IT standards.
  • Provide leadership to support technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.
  • Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance end user support strategies.
  • Provide regular updates and reporting to federal clients on the status of end user support operations, SLAs, and improvement initiatives.
  • Manage budgets and resource allocation for end user support operations, including staffing, tools, and training.
  • Provide expert guidance to the federal client on end user computing management, ITIL principles, and strategies for optimizing support services.

Qualifications:

  • Bachelor's degree in Information Technology, Business Administration, or a related field. Master's degree preferred.
  • Minimum of 7-10 years of experience in end user support operations management, with a strong focus on federal clients.
  • Proven experience working with large federal clients in the Washington D.C. area or proximate Virginia, demonstrating a deep understanding of their end user computing needs and compliance requirements.
  • Successful track record of managing End User Support Operations for a federal client supporting more than 6000 end users in dispersed offices and remote locations.
  • Deep familiarity with supporting government-issued and privately-owned devices, equipment depots, tech bars, device lockers, and field support services.
  • Valid ITIL v3 or ITIL v4 certification or similar relevant certifications are required.
  • Strong leadership and team management skills, with a demonstrated ability to lead and motivate end user support teams.
  • Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.
  • Knowledge of federal IT security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
  • Proficiency in incident management, problem-solving, and ITIL-based service improvement methodologies.
  • Analytical mindset with a focus on continuous improvement and optimization of end user support operations.
  • Willingness to live in the Washington D.C. metropolitan area and manage end user support operations.

Location:

This position is based in the Washington D.C. metropolitan area and may involve occasional travel to dispersed offices and remote locations within the region

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.


Nearest Major Market: Washington DC

Job Segment: Cloud, Technical Support, Consulting, Help Desk, Information Technology, Technology

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