Supervise and coordinate the daily activities of End User Services Analysts, ensuring timely resolution of service desk tickets and hardware/software issues.
Monitor and report on team performance metrics, identifying trends and implementing corrective actions as needed.
Support implementation of standard operating procedures (SOPs) for onboarding/offboarding, PC deployment/reclamation, and other end‑user support processes.
Serve as the first point of escalation for complex technical issues and ensure appropriate resolution paths.
Assist in managing vendor relationships related to end‑user equipment and services.
Participate in IT project rollouts, providing hands‑on support and coordinating analyst involvement.
Conduct regular team check‑ins, performance reviews, and development planning.
Promote Vertiv Operating System (VOS) principles to drive continuous improvement and operational exc...