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

Accenture Flex offers flexible, local fixed‑duration project work powered by Accenture, a leading global professional services company.

We are seeking a seasoned DaaS / LaaS Program Support Lead to support enterprise Desktop as a Service (DaaS) and Lifecycle as a Service (LaaS) programs focused on structured device refresh and asset lifecycle management.

• 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.
• 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 Microsoft 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.
• High school diploma or GED required.

• IT certifications such as Apple Certified Support Professional or Microsoft 365 Certified.
• Experience in regulated and secure enterprise environments.
• Associate or bachelor’s degree.

Boston, MA – This role requires 100% onsite client work.

Accenture is an equal opportunity employer. All employment decisions are 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 status, citizenship status or any other basis as protected by federal, state, or local law.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discriminate against employees or applicants for inquiring about, discussing, or disclosing pay of other employees or applicants.

California residents must read additional information regarding their rights.