Job Description :
VDart is an IT staffing firm based out of Atlanta, GA specializing in Digital & Emerging technologies. Founded in 2007, VDart has over 1700+ employees and contractors spread across 3 continents. We specialize in providing the Fortune 1000 companies, niche hard to find skills in technologies including Social, Mobile, Big Data Analytics, Cloud, Machine Learning, and Artificial Intelligence. With delivery centers in the UK, Mexico, Canada, and India, we provide talent solutions to global customers covering EMEA, APAC & Americas. We provide deep technology and domain expertise in BFSI, Energy & Utility, Technology, CPG & Retail industry verticals. VDart is an award-winning organization recognized on Inc 500 Hall of Fame; Atlanta Business Chronicle’s Fastest Growing Companies; NMSDC’s National Supplier of the Year; Ernst & Young’s Regional Entrepreneur of the Year and more. 

Position: SDM (EUC)

Location: Buffalo, NY

Rate: $Negotiable

Duration: 12 months

The role is responsible for delivering the technical vision and strategy, requirements and ideas into technical features. Planning and prioritizing what (and when) the Technical Engineers will deliver and working with the support teams to ensure the changes do not create a business impact. Acts as the conduit between EUC Technical Specialists and EUC Support Members and IT functions, translating customer, business, platform and service requirements into technical development. Use your technical skills and user experience to close the communication gap between IT and the business

Experience in of ITIL v3 framework.
Experience in ITSM systems.
Customer service oriented
Experience with Service Desk technologies (e.g. self-service/automation technologies
Experience with Operations Centre technologies (e.g., monitoring and event management, job scheduling, infrastructure device installation, and configuration, technical troubleshooting
Experience with EUC / Collaboration and Executive Support technologies (e.g., mobile devices, VDI, Integrated App Stores, email servers, O365, Skype for business/ IM, Presence, Integrated Web, Audio, Video, SharePoint and Document Management)
Experience with client application management services (e.g., image engineering and management, software packaging and distribution, end point device management, patch management etc.
Ensure tasks from the Technical Specialists are clearly documented and delivered as per requirements
Develop, manage and optimise the EUC change stack and ensure the EUC estate of OS builds, applications and patching are kept updated in a timely manner
Work with Security and deliver each initiative in line with security standards
Understand and conduct a continuous review of current consumer technologies: what they are, how they work, why they might have a relevancy to the business
Management of EUC tools and technology remaining cost conscious whilst driving innovation, automation and efficiency for end-user technology
Document, publish and maintain key information/policies/processes relating to systems
support, direction, guidance and training to the Technical Delivery team
Carry out risk assessments against new and existing technology being sure to report and act upon any weaknesses that are discovered
Build, maintain and mature the EUC deployment landscape
Work with IT Asset & Procurement to ensure hardware/software are covered with relevant licences to disable shadow-IT
Minimum 5 years in a Technical Role
In-depth knowledge the EUC technologies (i.e. AD, SCCM, WSUS)
Lead by example and inspire others through an approach based on high-standards
An aptitude to tackle and own a challenge through to its conclusion
Advanced analytical and structured problem-solving abilities with an inquisitive approach to work
Flexibility/Adaptability /Responsive, track record of adapting, thinking outside the box, open mind to new tools and changing processes
Ideas generator and innovator: always asking Why? How?
Understands and utilises automation and available tools, strengthening own knowledge of functionality and looking to contribute to future development

Accountable for managing Global Delivery and escalation point for three service towers – Service Desk (Tier 1), Onsite support (Tier 2) and Workstations Management (Tier 3), and responsible to ensure compliance of ITSM processes enabling these towers such as Problem management, Service Improvements, Resource management etc.

Managing and exceed Customer expectations and deliver contractual obligations for customer.
with the customer and HCL management, and providing relevant reports
Line management for multi-cultural and diverse team. Primarily responsible to ensure motivated staff, staff development and employee retention.
Directly managing Tower leads and ensuring their professional development and their compliance with all requirements and policies (Client and internal);
Reviewing performance of internal vendors periodically i.e. IS, Telco, Admin, Transport.
Will be responsible for P&L - Budgeting, checking monthly financial health and areas to reduce costs, delivering yearly targets for profit improvement plans. Also working with Sales on generating new business with existing customer.
Accountable in ensuring all the key enterprise wide initiatives compliance - No Unassigned resources, No Cab Ad-hocs, appropriate rotation ratio, freshers’ induction and growth etc.
Reviewing performance of internal vendors periodically i.e. IS, Telecom, Facilities, Transport.
Accountable and responsible for ensuring SLA performance targets are met
Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by management
Cooperates with horizontal organizations in spreading best practices;
Accountable for conducting new customer visits.

Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects as strategic and tactical objectives.

Experience -

a. 12+ years of overall IT-related experience required, with at least 5 years in managing Global Customers
b. 5+ years of managerial experience
c. 5+ years of working in IT operations with SLAs, ticketing tools and ITIL methodology in a big, corporate environment required;
d. Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (desktops and all related centralized solutions Messaging/Systems (Server & storage side) / Network and Security Services understanding is desirable;
e. Prior understanding of remote infrastructure management andconcepts around remote management of IT systems;
f. background of Infrastructure Management Sales is an advantage, but not required;
g. Experience in working with an offshore model is required;
h. Demonstrated global cultural awareness is required;
i. Demonstrated matrix-management skills required;
j. Experience in managing a virtual team required;
k. Flexibility with respect of time - client deliverables must 100% be met with a Can do attitude

If your skills match these requirements, please send your resume to for immediate consideration. Please be assured that your resume will be reviewed and you will be contacted if there is an interest in your background and experience. Candidates should e-mail resume to address above. Be sure to reference the job number and title in the subject line. Referral Program: Ask our recruiting team about how you can be a part of our referral program. If you refer a candidate with this background and if the candidate accepts the role our team pays a generous referral. We are keen on networking and establishing a long-term, mutually beneficial partnership with you.

We are Equal Employment Opportunity Employer.

VDart Inc

Alpharetta, GA

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