Sprv/Lead - Endpoint Support (ES)

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Job Details

Business and IT Strategy
Works with business analysts, end user device engineers and customers (internal, external, and vendors) to understand
users Endpoint Support requirements.

Analyzes business workflows to address business needs.
Provides feedback and limited approvals regarding requirements.
Leads or consults on short-term or long-term Endpoint Support planning efforts with team members, customers, and other IT
groups.

Governance / Policies, Processes & Standards

Contributes to the development of policies, work instructions and standards for Endpoint operational processes.
Adheres to policies, work instructions and standards.
Participates in the development of training materials
Supports development and accuracy in endpoint technology knowledge
Supports development and documentation of endpoint support processes
Provide recommendations per customer feedback
Ensures team compliance to policies, procedures, and standards
Participates in and may recommend the design and implementation of equipment replacement plans
Process Improvements

Identifies training needs for end-users and the internal training organization
Supports the development and implementation of technologies/ processes that make it easier for customers and suppliers to
do business with increased profitability

Seeks and recommends improvements in Endpoint Support processes and procedures
Performs reviews to ensure that established processes are followed and makes recommendations for improvements when
appropriate.

Provide recommendations related to inventory control
Creates and contributes to technical knowledge articles
Documents and reviews solutions to common problems and responses for frequently asked questions
Partners with network and systems administration teams to ensure efficient operations of the desktop computing environment
Partners with support teams across IT to ensue processes and knowledge are available Endpoint Support to quickly resolve
incidents and requests

Researches, analyzes, and recommends the implementation of software or hardware changes to rectify any problems
Identifies and recommends new testing needs
Finance

Develops cost/time estimates
Participate in review of vendor proposals
Understands department budget and will participate in staying within budget
Understand Service Costing and ensure procedures are followed to stay within budget
IT Technology and Innovation

Assesses/analyzes the need for and implements performance upgrades to PCs
Plans and schedules installation and deployment projects
Supervises and can lead the planning, building, upgrading, and maintenance of endpoints
Leads and provides technical supervision for the planning, designing, and execution of testing efforts
Recommends and tests new technologies
Supervises the deployment of new or upgraded images, software, and hardware for multiple endpoints
Makes recommendations on configuration options
Submits or updates configuration items within management tools
Provides on-the-spot training to end users
Develops temporary solutions until permanent solutions can be implemented
Vendor Management

Works with manufacturers/vendors as needed
Reviews service provider performance
Identifies and confirms performance problems and notifies contract managers
Supervises and trains vendor resources
Communications
Communicates organization information through department meetings, one-on-one meetings, and other communication
vehicles

Supports an environment of open and upward communication with all staff to ensure positive employee morale, effective
conflict resolution and upward flow of creative ideas for the benefit of the Company and its employees

Resource / Talent Management

Seeks opportunities for coaching/mentoring for team members
Works with manager to establish measurable individual and team objectives that are aligned with business and organizational
goals

Works with management on performance management, career development, training, reward and recognition, and retention
requirements within the team

Documents and presents performance assessments
Provides performance feedback to associates and leadership
Engages manager to assist with team performance issues
Provides technical leadership coaching and mentoring to team members
Meets regularly with team to gather work statuses
Identifies training opportunities for team members
Administers corrective actions when warranted

.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Requires broad training in fields such Computer Science, IT Management, or MSIS generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education. Typically requires at least six (6) years directly related
and progressively responsible experience with overall information technologies. Holds ITIL and other industry certifications
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Six or more years of advanced experience working with computer technology in a business environment.
Desktop, laptop, tablet, thin client and mobile device hardware fundamentals
Strong working knowledge of commonly used applications and programs, such as Microsoft Office Suite, Adobe, alternate
browsers.

Comprehensive computer skills; Microsoft Office Software, Windows platforms, Apple iOS, VM Ware, Active Directory, GPO
and other company and application-specific software.

Knowledgeable in the building, imaging, and setup of endpoint devices.
Customer Service oriented, and capable of comfortably working in a fast-paced team-oriented environment.
Ability to communicate at all levels effectively both orally and in writing.

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies
Affiliated Companies: World Courier Management Ltd.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned