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Enterprise Director, Desktop Support

Company: Labcorp
Location: Burlington
Posted on: July 20, 2021

Job Description:

The Enterprise Director, Desktop Support oversees several global desktop teams. The primary objectives for this Enterprise role are to build the global desktop strategy, create standardization across hardware, support tools, process and maintenance across all Labcorp Holdings locations. This leader will drive continuous improvements across the desktop teams to strengthen our position in delivering exceptional end user experience. Team members are distributed globally, this leader should possess the ability to travel to various global locations as well as manage, coach and mentor geographically dispersed teams working in 24x 7 support hours. The team is standardized around the ITIL process framework to improve availability from both proactive and reactive standpoints. The position reports directly to the Vice President, End User Computing.
 
Responsibilities
  • Owns all operational aspects of delivery and support services for Enterprise Client Computing.
  • Partner with internal and vendor teams to deliver consistent services/applications to Global LabCorp Holdings end-user community, and develop plans to improve services in the future.
  • Oversee the delivery of vendor provided services
  • Compile, review and analyze customer satisfaction data to implement or change existing processes/procedures, service levels.
  • Meet with Business Unit IT Leaders and their business partners to understand and address customer satisfaction status and opportunities
  • Maintain working knowledge of industry and trends. Use this information to build the enterprise desktop support strategy and drive continuous improvement to service and efficiency.
  • Own desktop and laptop security requirements to keep systems up to date and meet the office of security standards.
  • Develops and own annual computer refresh program and associated forecast and budgeting process.
  • Define new standard desktop/laptop/mobile models to meet the business need.
  • Own and manage to the ECC annual budget.

Keywords: Labcorp, Burlington , Enterprise Director, Desktop Support, Other , Burlington, North Carolina

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