Senior Workplace Services Partner - EUC Lead

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired bya collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

New York

25%

The EUC Supervisor leads a team of IT professionals providing priority response and resolution for IT incidents and requests

• Coordinate staffing and service delivery across assigned locations
• Maintain appropriate levels of coverage
• Proactively manage SLA requirements
• Ensure that the agreed to volumes are completed successfully. Managing the EUC Onsite Support Team
• Ensure that accurate data is available and provided to the EUC Operations SDM and the EUC Senior Director
• Ensure and review process documentation of all work performed on behalf of Cast Member
• Build and maintain relationships with key Enterprise Tech staff/managers to make sure service levels are meeting their needs and to handle any issues or concerns before they become an escalation
• Take ownership of Cast Member service-related escalations
• Initiate, own and coordinate internal escalations of technical issues
• Collaborate with the EUC Request Fulfillment SDM and the local EUC Operations SDM, to coordinate employee leave requests and PTO; ensure seamless coverage
• Supervise adherence to company and business unit policies and standards
• Assist with new team members onboarding
• Provide input to the staff performance evaluations and progress reporting
• Act as player coach; step in to plug gaps in coverage as appropriate
• Represent the team in the larger organization as required
• Identify opportunities to shift-left

• 3-5 years of direct supervisory experience in the service delivery industry
• 3-5 years of experience with large scale operations for IT field work
• Superior customer service and people skills
• Friendly and approachable demeanor and professional appearance
• Enthusiasm, resilience, and a positive attitude
• Well-developed sense of urgency and ability to multitask
• Exceptional communication skills
• Attention to detail
• Ability to juggle time and resources to meet or exceed expectations
• Maintain professionalism under pressure
• ITIL knowledge/experience a PLUS

Mac OS, Windows OS, Linux or UNIX experience NOT required but is a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. Apple Remote Desktop, Log Me In , Bomgar, etc.), Citrix, virtualization (i.e. VMware or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. Mobile Iron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. Service Now), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.)

The base compensation range for this role in the posted location is: $75,582 - $170,040

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to:
Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates…