Sr Administrator (Support & Operations)

Job description

The DSS FSO (Field Services Operations) Central Team Analyst is responsible for centralized coordination, governance, operational control, and service delivery support for global Deskside Support services. The role acts as the command and control function between Service Desk, Deskside Support Engineers, Vendors, Logistics Teams, Asset Management, and Customer Stakeholders to ensure seamless operational execution, SLA adherence, and high-quality end-user experience. The analyst drives ticket governance, dispatch coordination, reporting, device lifecycle management, and operational excellence initiatives. Key Responsibilities Key Responsibilities Field Services Operations (FSO) Management • Monitor and manage global DSS work queues and field service activities. • Coordinate ticket dispatch, assignment, scheduling, and resolution activities across regions. • Track engineer utilization, ticket backlog, aging, and SLA performance. • Ensure timely escalation of service delivery risks and unresolved issues. • Act as the central coordination point for onsite, remote, and vendor support teams. Incident & Request Governance • Oversee end-to-end lifecycle management of Deskside incidents and service requests. • Ensure tickets are properly categorized, prioritized, assigned, and updated. • Monitor SLA adherence and drive timely closure of open tickets. • Conduct ticket quality reviews and identify process improvement opportunities. • Support Major Incident Management activities by coordinating field service engagements. Asset & Device Lifecycle Management • Coordinate device provisioning, deployment, refresh, replacement, and retirement activities. • Manage asset movement tracking and inventory governance. • Support onboarding, offboarding, and workplace readiness activities. • Coordinate with procurement, logistics, and warehouse teams for device fulfilment. • Ensure accurate asset records and compliance with asset management policies. Vendor & Stakeholder Coordination • Work closely with OEMs, logistics vendors, and third-party support providers. • Coordinate warranty claims, break-fix support, and hardware replacement requests. • Provide regular operational updates to customers and stakeholders. • Support governance meetings through reporting and operational insights. • Manage escalations between business users, support teams, and vendor organizations. Reporting & Operational Governance • Generate daily, weekly, and monthly service delivery reports. • Monitor KPIs including SLA compliance, dispatch efficiency, device fulfillment, and ticket aging. • Maintain operational dashboards and service review documentation. • Support customer governance meetings and business reviews. • Analyze trends and recommend service improvement initiatives. Continuous Service Improvement • Identify recurring operational issues and recommend corrective actions. • Support automation initiatives related to ticket routing, dispatching, and asset tracking. • Drive process standardization and operational efficiency programs. • Maintain operational runbooks, SOPs, and knowledge documentation. Skill Requirements Required Technical Skills ITSM & Operations • ServiceNow or Similar ITSM Tools • Incident & Request Management • Asset Management • Change Management • Knowledge Management • SLA Management End User Computing Knowledge • Windows 10/11 Environment • Microsoft 365 Suite • Endpoint Devices & Peripherals • Mobile Device Lifecycle Management • Remote Support Tools Reporting & Analytics • Microsoft Excel (Advanced) • Power BI (Preferred) • Dashboard Creation & Reporting • Data Analysis & Trend Identification ________________________________________ Qualifications • Bachelor\'s Degree in Information Technology, Computer Science, Business Administration, or related field. • 3 to 5 years of experience in FSO Operations, DSS Operations, Service Desk Operations, Asset Management, or End User Computing environments. • ITIL Foundation Certification preferred. • Experience with enterprise service management platforms is desirable. ________________________________________ Key Competencies • Strong operational coordination skills. • Excellent stakeholder and vendor management. • Customer-focused mindset. • Analytical and problem-solving ability. • Strong communication and reporting skills. • Ability to manage multiple priorities in a fast-paced environment. • Attention to detail and governance orientation. _______________________________________ Other Requirements Preferred Experience • Global Field Service Operations. • Device-as-a-Service (DaaS) Programs. • Asset Lifecycle Management. • Executive/VIP Support Coordination. • Managed Services Environment. • Workplace Technology and End User Computing Services. • Multi-vendor Support Ecosystems. ________________________________________ Role Details Role: DSS – FSO Central Team Analyst Experience: 3-5 Years Function: Digital Workplace Services / End User Computing / Field Services Operations Support Model: Global Operations / Business Hours / Follow-the-Sun (as applicable) Reporting To: FSO Lead / Operations Manager / Service Delivery Manager ________________________________________ Key Success Metrics • SLA Compliance (%) • Ticket Aging Reduction • Dispatch Efficiency • Device Fulfillment Adherence • Asset Accuracy & Compliance • Customer Satisfaction (CSAT) • Vendor Performance Compliance • Operational Reporting Accuracy • Continuous Improvement Initiatives Delivered This JD is ideal for enterprise accounts with centralized governance of Deskside Support, Device Lifecycle Management, Field Service Operations, Logistics Coordination, Asset Management, and Vendor Governance Job Description Role: DSS – FSO Central Team Analyst Job Summary The DSS FSO (Field Services Operations) Central Team Analyst is responsible for centralized coordination, governance, operational control, and service delivery support for global Deskside Support services. The role acts as the command and control function between Service Desk, Deskside Support Engineers, Vendors, Logistics Teams, Asset Management, and Customer Stakeholders to ensure seamless operational execution, SLA adherence, and high-quality end-user experience. The analyst drives ticket governance, dispatch coordination, reporting, device lifecycle management, and operational excellence initiatives. ________________________________________ Key Responsibilities Field Services Operations (FSO) Management • Monitor and manage global DSS work queues and field service activities. • Coordinate ticket dispatch, assignment, scheduling, and resolution activities across regions. • Track engineer utilization, ticket backlog, aging, and SLA performance. • Ensure timely escalation of service delivery risks and unresolved issues. • Act as the central coordination point for onsite, remote, and vendor support teams. Incident & Request Governance • Oversee end-to-end lifecycle management of Deskside incidents and service requests. • Ensure tickets are properly categorized, prioritized, assigned, and updated. • Monitor SLA adherence and drive timely closure of open tickets. • Conduct ticket quality reviews and identify process improvement opportunities. • Support Major Incident Management activities by coordinating field service engagements. Asset & Device Lifecycle Management • Coordinate device provisioning, deployment, refresh, replacement, and retirement activities. • Manage asset movement tracking and inventory governance. • Support onboarding, offboarding, and workplace readiness activities. • Coordinate with procurement, logistics, and warehouse teams for device fulfilment. • Ensure accurate asset records and compliance with asset management policies. Vendor & Stakeholder Coordination • Work closely with OEMs, logistics vendors, and third-party support providers. • Coordinate warranty claims, break-fix support, and hardware replacement requests. • Provide regular operational updates to customers and stakeholders. • S