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Regional Manager

HCL Technologies
Closing date
20 Sep 2021

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Technology & New Media
Contract Type
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About HCL

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 150,000+ 'Ideapreneurs' across 49 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000. We are expanding and looking to hire professionals to join us in this journey. Solution Architect- End User Computing Services (EUC) and Digital WorkPlace (DWP).


The Desktop Support Regional Manager will have responsibility for site management and user desk side support (Desktop as a Service- DaaS) at 11 or more major client locations / countries in EAME region which support most of Europe / South Africa and Dubai, as well as numerous remote and dispatch locations reporting directly to the Global DaaS Manager

  • Manage a team of approximately 25+ dedicated deskside support technicians and approximately 10 dispatch vendor resources
  • Engage with client site and business leaders to build a confident support relationship with the client and their peers
  • Prevent and manage escalations with urgency and compassion
  • Prepare SLA and various quality report for management and customers
  • Provide accurate, timely, and creative solutions to computer end-users in a large-scale corporate environment
  • Manage contract service provider relationships
  • Monitor and approve time and attendance of your reporting team
  • Work collaboratively with multiple internal and external support teams to a common support goal
  • Author documentation of software installations, troubleshooting, as well as other policies and procedures
  • Manage and assign requests and incidents within our support management tools
  • Generate and format reports for both employer and customer
  • Configure, troubleshoot, and deploy PC's, printers, and other IT infrastructure hardware
  • Configure, troubleshoot, and deploy various Windows operating systems and applications
  • Configure, troubleshoot, and deploy various mobile devices utilizing Windows Mobile and Apple iOS
  • Provide service improvement recommendations and value add ideas
  • Be responsible and accountable for service level agreements and customer satisfaction

Education and Experience Requirements
  • Bachelor's degree in Computer Science, Business, or other related field (or equivalent work experience)
  • 5+ years of direct management experience for geographically diverse countries
  • Bilingual is preferred with English and Spanish/ French or other European languages
  • Must have intermediate experience with Microsoft Office products such as Outlook, Power Point, OneNote, and Excel
  • Must be able to properly balance and prioritize large workloads and deliver in a timely fashion
  • Must have excellent customer service skills acting as a liaison between the client and the delivery teams
  • Must be able to communicate effectively both verbally and in writing
  • Must be able to repeatedly lift approximately 50 lbs
  • Must be willing to assist with cross training team members as well as be cross trained.
  • Must maintain a neat and clean personal work environment
  • Must be willing to travel occasionally for offsite projects
  • Must be willing to occasionally support high priority incidents during off hours

Technical Experience Requirements
  • 2 - 5 Years of user-facing computer hardware/software product support
  • 1+ Year supporting Microsoft Office 2013 or higher
  • 1 year or more utilizing Service Now or equivalent ticketing system
  • 1 year or more Months supporting offshore teams in troubleshooting Network, server, or other related hardware
  • 1 year or more Months supporting multi-function printers in a corporate environment
  • 2 Years of operating systems imaging and/or computer refresh projects

Preferred Additional Experience
  • Active Directory
  • Bitlocker
  • SCCM
  • Networking
  • SAP
  • Zebra Printers
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