Key Responsibilities:

Service Ownership: Take full ownership and accountability for the end-to-end service lifecycle of Desktop Support, VDI, Enterprise Mobility, and Supplier Management. Define and manage key performance indicators (KPIs) and service levels for the services you own, ensuring high-quality service delivery. Collaborate with internal teams to ensure continuous improvement and alignment with business goals. Desktop Support: Oversee the efficient and timely resolution of desktop support incidents and service requests, ensuring a seamless user experience. Manage the deployment, configuration, and maintenance of desktop hardware, software, and peripherals. Ensure proactive monitoring of desktop environments and address potential issues before they impact end users. VDI (Virtual Desktop Infrastructure): Manage the implementation, performance, and maintenance of VDI solutions to deliver a consistent desktop experience across devices and locations. Optimize VDI performance for scalability and ensure high availability, security, and reliability. Work closely with infrastructure teams to design, implement, and improve VDI solutions in line with organizational needs. Enterprise Mobility: Oversee the strategy, deployment, and ongoing support of enterprise mobility solutions, ensuring secure and efficient access to corporate resources from mobile devices. Collaborate with security teams to ensure compliance with security policies and guidelines for mobile device management (MDM) and mobile application management (MAM). Manage the lifecycle of mobile devices and applications, including procurement, configuration, updates, and decommissioning. Supplier Management: Develop and maintain strong relationships with third-party suppliers and vendors, ensuring that contracted services meet agreed SLAs and performance standards. Negotiate contracts and service agreements with external suppliers to ensure the best value and service delivery. Act as the primary point of contact for suppliers, managing escalations, and driving resolution of any service issues.