DaaS​/LaaS Program Support Lead​/IT Operations & Desktop Support

Key Responsibilities

• Support asset lifecycle management including inventory tracking, warranty/EOL management, device governance, and ITSM processes using Service Now.
• Coordinate device imaging, provisioning, deployment, refresh scheduling, migration, and replacement activities using Intune and Jamf for imaging and endpoint preparation.
• Manage logistics operations including shipment coordination, inventory handling, asset recovery, and stock management.
• Provide end-user refresh support, issue resolution, and communication throughout deployment activities.
• Support reporting, KPI tracking, governance dashboards, compliance visibility, and operational documentation.
• Assist with demand forecasting, refresh planning, procurement coordination, and vendor management activities.
• Support operational governance, stakeholder coordination, process improvements, and service standardization initiatives.
• Act as backup support for the Deskside Lead by assisting with daily deskside operations, ticket prioritization, escalation handling, SLA management, and coordination of 15–16 Deskside resources across North America.

• IT Operations & Desktop Support Leadership
• SLA Excellence & Service Delivery
• Regulated Secure Endpoint Management
• Endpoint Lifecycle & Asset Governance
• Enterprise Device Refresh Operations
• Customer Experience & Technical Support Excellence

• Minimum 3 years of experience
• Proven experience as an IT Helpdesk Technician or in a similar IT support role
• Strong experience supporting enterprise DaaS LaaS, desktop operations, or endpoint lifecycle programs
• Extensive knowledge of Apple hardware, macOS, iOS technologies, and device management solutions
• Strong understanding of MS 365 applications and services
• Experience supporting collaboration tools such as Zoom
• Strong understanding of Windows Workstation and Windows Server environments
• Experience with device imaging and provisioning using MS Intune and Jamf
• Familiarity with networking concepts including TCP IP, DNS, VPNs, and related troubleshooting
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication and interpersonal skills with a strong customer service mindset
• Ability to handle high pressure situations with professionalism and discretion
• Experience with endpoint management, device refresh programs, asset management, and SLA driven support environments
• Ability to work independently while collaborating across infrastructure, operations, and support teams
• Role requires 60% onsite client work in Boston, MA

• IT certifications such as Apple Certified Support Professional or MS 365 Certified
• Experience in regulated and secure enterprise environments

California – $38.00 - $48.00/hour

Cleveland – $38.00 - $48.00/hour

Colorado – $38.00 - $48.00/hour

District of Columbia – $38.00 - $48.00/hour

Illinois – $38.00 - $48.00/hour

Maine – $38.00 - $48.00/hour

Maryland – $38.00 - $48.00/hour

Massachusetts – $38.00 - $48.00/hour

Minnesota – $38.00 - $48.00/hour

New Jersey/New York – $38.00 - $48.00/hour

Virginia – $38.00 - $48.00/hour

Washington – $38.00 - $48.00/hour

Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off.

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital…