Endpoint Analyst Iii | Supervisor
Current• Expert knowledge of building Service Desk & Endpoint KPI Report Metrics (Service Desk: Total Calls, Call Speed to Answer, Abandoned Calls, Handle Time, RONA) and Endpoint Support (Incident, Request, TAP Open, Closed and Back Log, SLA Breach). Measure Customer Satisfaction, Internal Process Quality, Employee Satisfaction and Financial Performance Index. Tracking ROI, LTV, CAC. • Act as an escalation point for all global Endpoint Support staff regarding end user’s requests, issues, and major incidents.• Act as a liaison between the Endpoint Support team and the other departments (NUDS, ITCC, CS-OPS, Data Warehouse, MANH-SCALE, Distribution, Engineering).• Asset Procurement (CAPX): (IE: Manage CER of 750K). • Inventory & Asset Management (IE: Asset Collection, Onboarding and Offboarding, Break Fix, Refresh and Growth• Stockroom Auditing & Inventory Status: (IE: Available, Pending Image, Reserved, Repair, Warranty Status)• Legal / Silent Custodian (Forensic Imaging, Chain of Custody).• Manage day-to-day functions of the Endpoint Support Team.• Create performance plans and provides performance reviews for the team.• Provide mentoring and counseling.• Provide technical leadership in a constructive culture.• Develop and direct implementation of training plans for team members.• Staff scheduling to ensure adequate endpoint support coverage.• Perform strategic long-range planning and forecasting for technology to meet the business needs.• Provide expertise to assist with evaluating, acquiring, implementing, developing, enhancing, and supporting business systems.• Develop and manage customer service level agreements.• Assist with and coordinate technology projects and contracts.• Identify and recommend solutions to meet customer requirements or improve existing application reliability and stability.• Identify opportunities to innovate and improve efficiency.• Experience in IT operations in a manufacturing environment
