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

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.

You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.

We are seeking an experienced 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.

This is an individual contributor role supporting the DaaS/LaaS Lead in operational execution, governance, refresh coordination, and end-user support activities. The role will also serve as a backup to the existing Deskside Support Lead supporting daily operational activities across North America.

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

Note: This role requires 100% onsite client work in Boston, MA

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