Workspace ONE DSS OM

Role - EUC Deskside Support Operations Manager

Experience (Years) - 15-20 Yrs

Must have skills

• End User Computing (EUC): Strong experience in managing Windows 10/11, macOS, and BYOD devices.

• Remote Desktop Services (RDS): Proficiency in tools like One Assist for remote connectivity and session stability.

• Endpoint Management: Hands-on with Workspace ONE UEM, device onboarding, patching, compliance, and cleanup.

• Security & Access: Knowledge of Azure AD, MFA (Microsoft Authenticator), SSO, and EDR solutions like SentinelOne.

• Hardware Lifecycle: Imaging, setup, asset tagging, and printer configuration.

• Asset Lifecycle Management: Expertise in end-to-end lifecycle processes—procurement, deployment, maintenance, and decommissioning of assets.

• IMAC (Install, Move, Add, Change) Operations: Ability to manage new asset deployment, updates, and decommissioning following IMAC procedures.

• Inventory Control & Data Accuracy: Maintaining accurate asset inventories and performing quarterly reconciliation and AD object maintenance.

Key responsibilities

• Oversee all Deskside (EUC) and RDS support activities across Windows 10/11, MacOS, and BYOD devices.

• Manage RDS support using One Assist, ensuring reliable remote desktop connectivity and user session stability.

• Supervise device onboarding, Workspace ONE UEM operations (app deployment, patching, compliance), and device cleanup.

• Lead a combined EUC ,RDS and Onsite Desktop Support Engineers

team — managing rosters, availability, workload, and escalations.

• Perform and delegate tasks related to device lifecycle management, and MFA (Microsoft Authenticator) administration.

• Oversee printer configuration, basic network printer troubleshooting, and hardware lifecycle activities (imaging, setup, asset tagging).

• Coordinate internal app issue resolution with vendors and application teams.

• Manage Endpoint Patching compliance and Vulnerability Remediation

• Vendor co-ordination and Major Incident Management

• Endpoints Asset Management and Tracking using ServiceNow

• Provide technical mentoring, performance feedback, and ensure high-quality support delivery.

• Act as the escalation point for critical user incidents and VIP support needs.

• Attend regular customer meetings (weekly/monthly) to present reports, review SLAs, address concerns, and drive service improvements.

• Work with vendors on need basis like HP, Microsoft.

• Collaborate with cross-functional teams including Network, Server, AD, Citrix, and Application Support for integrated issue resolution and project execution.

• Monitor and report on key metrics such as SLA compliance, patch status, device health, and license usage.

• Maintain and update SOPs, knowledge base articles, asset records, and operational procedures.

• Ensure adherence to IT policies, security standards, and audit requirements.