Hardware Asset Management Team Leader

Business Area Description:

The Confidencial (Apenas para Cadastrados) Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Confidencial (Apenas para Cadastrados) Workplace Services performs end to end support, both locally and remotely on behalf of our customers.

Key Objectives of Position:

The Hardware Asset Management Team Leader manages a group of Asset Management Analysts and it is responsible for ensuring the accuracy and governance of all hardware asset data by overseeing projects, service processes, equipment collection rounds, and asset movements, maintaining up-to-date records in the management system.

Day-To-Day Tasks:

• Supervising Asset Management group who will provide HAM services
• Oversee projects, service processes, and asset movements to ensure data accuracy in asset management systems
• Manage the registration and lifecycle tracking of IT hardware (desktops, notebooks, VDIs, and monitors)
• Control equipment disposal and ensure proper inventory write-off in administrative systems
• Proactively identify and correct data inconsistencies, and support users with inventory-related requests
• Coordinate hardware collection, reuse, and full lifecycle management (HLCM), including reporting and KPIs
• Manage leasing contracts and support for refresh programs
• Prepare reporting for regular customer and Confidencial (Apenas para Cadastrados) meetings.
• Perform as a customer satisfaction escalation point for your team.
• Attend regular customer meetings.
• In conjunction with the Service Delivery Manager, complete relevant HR tasks such as hiring, performance management and staff onboarding/training.
• Build and execute training and development plans for your team ensure skills and certifications are keep up to date.
• Handling absenteeism and turnover, resource allocation and forecasting

Key Competencies Needed:

• Excellent customer communication skills, verbal and written to all levels within an organization.
• Ability to communicate with Senior Manager, Executive and CIO levels
• Ability to multi-task and handle pressure while maintaining the customer’s and Confidencial (Apenas para Cadastrados) best interests.
• Experience with ITSM toolsets (ServiceNow preferred).
• Experience with CMDB (ServiceNow preferred).
• Experience with Flexera tool
• Desired experience with MS SCCM and MS Intune
• ITIL/ITSM Methodology & Best Practices
• Professional fluency in English.

Key Performance Indicators / Metrics:

• Asset Management Accuracy, Customer Satisfaction, Customer Retention

Candidate Pre-Requisites

Previous Experience:

• 5 years previous experience in either an internal or outsourced operation as a team leader or manager.

Qualifications:

• Diploma or Degree in an IT or Business-related discipline.
• ITIL Foundations
• IAITAM certification is desired