Hardware Asset Manager (CEC) – Technology Asset Management

Job Description 

The Hardware Asset Manager – CEC Operations is a critical role within the Technology Asset Management (ITAM) function, responsible for overseeing the end-to-end hardware asset lifecycle across the Customer Engagement Centers (CECs). This includes centralized governance, operational oversight, and data integrity for all physical IT assets used across the CEC footprint. 

Operating in a federated model, this role will lead and enable a team of local call center technicians (non-ITAM skilled) to perform daily asset management tasks while ensuring compliance with corporate standards, supporting provisioning, tracking asset movements, reconciling inventory, coordinating secure disposal, and supporting lifecycle planning efforts. The Hardware Asset Manager will be accountable for driving consistency, compliance, and asset optimization within the hybrid CEC ecosystem. 

Education and Experience 

Required 

Bachelor’s degree in information technology, Business Administration, Operations, or a related field – or equivalent combination of education and professional experience. 

Minimum of 5 years of experience in IT Asset Management, Hardware Lifecycle Management, or related IT operations roles. 

Strong working knowledge of ServiceNow HAM Pro or equivalent ITAM platforms. 

Demonstrated ability to manage asset operations in hybrid environments, including onsite, remote, and third-party contractor models. 

Proven track record in hardware lifecycle execution, including procurement coordination, tagging, inventory tracking, returns, and disposals. 

Experience coordinating with ITAD vendors and supporting data sanitization and secure disposal efforts. 

Excellent communication, documentation, and stakeholder management skills, particularly when working with frontline staff and remote teams. 

Preferred 

Certified Hardware Asset Management Professional (CHAMP) or equivalent industry credential. 

ITIL Foundation or Intermediate certification, demonstrating knowledge of service lifecycle and operations. 

Familiarity with audit processes, including asset trail validation, data reconciliation, and supporting evidence collection. 

Experience supporting multi-location or call center environments, with a mix of company-owned and partner-managed operations. 

 

Core Work Activities 

Operational Oversight & Lifecycle Management 

Serve as the point of ownership for all IT hardware assets deployed across CEC locations—including laptops, monitors, headsets, peripherals, and specialty hardware. 

Oversee the full asset lifecycle: planning, procurement coordination, receipt, tagging, issuance, return, storage, redeployment, retirement, and disposal. 

Maintain strong collaboration with CEC site leaders, Global Procurement, Service Desk, TWP product owners, and third-party partner firms to support daily operations. 

Manage provisioning and reclamation processes for remote and partner company agents, including shipment logistics and return coordination. 

Monitor onsite stock levels, place replenishment requests, and ensure availability of hardware consumables and accessories. 

Data Quality & Reporting 

Ensure accurate and timely updates to the ServiceNow HAM Pro module or designated asset tracking systems. 

Reconcile CMDB data against physical inventory through monthly audits, spot checks, and exception reporting. 

Maintain audit readiness by ensuring complete documentation of all asset transactions and movements. 

Generate weekly/monthly dashboards and reports on inventory levels, asset health, EOL status, pending returns, and staging/disposal volumes. 

Governance & Compliance 

Enforce ITAM policies, standards, and procedures related to hardware across all CEC sites. 

Lead compliance efforts related to asset tagging, standard labeling, receipt verification, and incident-based escalations. 

Partner with the ITAD vendor to ensure secure and environmentally compliant disposal of end-of-life assets; validate certificates of destruction and serial number reconciliation. 

Team Enablement & Remote Coordination 

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