Software Consultant

Job Summary

The candidate leads daily operations of end-user devices and peripherals, collaborating across IT and business teams to deliver technology solutions, ensure governance compliance, and drive exceptional customer experience.

Responsibilities

• Lead daily management and operations of all end-user devices and peripheral equipment to ensure reliable service delivery
• Collaborate with IT and business stakeholders to design and implement end-user computing solutions that enhance customer satisfaction and operational efficiency
• Serve as a subject matter expert in end-user computing technology, guiding governance and compliance with organizational standards
• Identify and communicate opportunities for operational improvements and cost reduction to enhance client service functions
• Establish and monitor metrics to measure system and resource efficiency, ensuring service levels meet expectations
• Manage and coach a team of engineers, including on-call scheduling, performance reviews, and development planning to meet business needs
• Work closely with Deskside Engineers to ensure timely escalation and resolution of technology issues
• Forecast short- and long-term end-user equipment requirements and coordinate asset provisioning for new hires and existing employees
• Oversee asset return processes for terminating employees and define safety stock levels to maintain adequate inventory
• Collaborate with Asset Management to schedule PC refresh cycles and manage support team training and career development
• Partner with IT support teams, HR, and business owners to align end-user computing services with organizational goals
• Build and sustain constructive relationships with business unit heads and decision-makers to improve IT infrastructure and service delivery
• Lead weekly and monthly performance reviews using dashboards to analyze location-level service and team productivity
• Lead and contribute to internal and external IT audits, including ISO 20000, ISO 27001, and ISMS compliance
• Provide 24 x 7 x 365 support availability, including after-hours and weekend work as required
• Perform additional duties as assigned to support operational excellence

Required competencies and certifications

• Bachelor’s degree or equivalent experience in business management or information systems management
• Minimum 12 years of professional IT infrastructure experience with progressive supervisory responsibilities
• Proven experience analyzing complex functions and problems to develop logical, creative solutions
• Experience managing Active Directory policies
• Extensive knowledge of End User Computing Services (EUCS) technologies, including endpoint client operating systems
• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications
• Experience with wireless device management and software distribution systems
• Skilled in hardware and software design, installation, configuration, maintenance, and troubleshooting
• Ability to support 24 x 7 x 365 operations, including availability for after-hours and weekend work
• Prefer ITIL certification or formal service management training