DaaS / LaaS Program Support Lead / IT Operations & Desktop Support - 6325612

Key Responsibilities Support asset lifecycle management including inventory tracking, warranty/EOL management, device governance, and ITSM processes using ServiceNow. 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. Core Competencies 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 Basic Qualifications 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 Preferred Qualifications IT certifications such as Apple Certified Support Professional or MS 365 Certified Experience in regulated and secure enterprise environments Role Location 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 Compensation and Benefits 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. Requesting an Accommodation 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. Equal Employment Opportunity Statement 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 status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Accenture is an EEO and affirmative action employer of females, minorities, veterans, and individuals with disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. Other Employment Statements 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. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The company will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the company's legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, click here for additional important information. Please read Accenture’s recruiting and hiring statement for more information on how we process your data during the recruiting and hiring process. Additional Information This role requires 100% onsite client work in Boston, MA. #J-18808-Ljbffr Accenture